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.
Search for | Example | Results |
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A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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. |
Search for | Operator | Example |
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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
The ITIL term for an event that causes an interruption to or a reduction in service.
Typically, when the service desk personnel cannot immediately resolve a service desk interaction, they use Incident Management to create an incident record. The difference between an interaction and an incident is the level of support required for the resolution. This may be based upon the complexity of the issue, number of individuals involved, or amount of work required. Any number of interactions may relate to one incident. The resolution of an incident results in the resolution of any related interactions.
Service Manager stores incident records in the problem tables.
Related terms
Service Desk interaction
Incident record
Incident Management
Information Technology Infrastructure Library (ITIL)
Record
Service desk
Table