Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Incident Management overview
The Service Manager Incident Management process enables you to categorize and track various types of incidents (such as service unavailability or performance issues and hardware or software failures). It helps you to ensure that incidents are resolved within agreed on service level targets.
The Service Manager Incident Management application supports the Incident Management process. It incorporates the essential concepts of Information Technology Infrastructure Library (ITIL) to ensure that the best practices of IT service management in place. The Incident Management application helps you to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.
For complete information on the Incident Management process overview and workflows, see Service Manager Processes and Best Practices in the related topics.
Related topics
