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 |
|---|---|---|
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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 escalation: Functional escalation
Service Manager includes pre-defined workflows reflecting Micro Focus's best practices based on ITIL 2011 guidance. These best practices come from Micro Focus's professional services organization and are developed through working with some of the Micro Focus's primary partner companies.
By default, Incidents are assigned to the service desk for acceptance as an Incident and assignment to the appropriate group.
Based on customer process requirements, assignment can be automated. Service Manager can be configured to automatically define record assignment based on values in any of the Incident record fields.
For example, escalations can be defined in the category record associated with an incident record or in SLAs that are applied to the record. Escalations include notifications and alerts (as the record passes through escalation levels). Service Manager can send alerts to different users, managers, and IT staff as the record is escalated.
SRC Support Catalog also allows automatic opening and routing of Incident records based on pre-defined categories and items.
Related topics
