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 workflows and user tasks
- Access Incident Management reports
- Create a new incident from a user interaction
- Create new incidents from monitoring system notifications
- Review and update incident information
- Assign an incident
- Reassign an incident
- Change incident status pending user information
- Change incident status pending vendor/supplier investigation
- Document an existing solution or workaround in an incident
- Test the incident resolution
- Change incident resolution
- Reassign incident resolution
- Reject an incident resolution
- Reject an incident resolution with an associated change or service request
- Escalate an incident
- Reassign an incident for additional support
- Monitor interaction queue for service level agreement breaches
- Monitor interaction queue for potential service level agreement breaches
- Handle Complaints
- Open an incident
- View a list of services potentially affected by an outage
- Apply a template to complete an incident
- Access Incident Management views
- Relate a record to an incident record
- Update an incident
- Resolve an incident
- Close an incident
- Close a first-time resolved incident
- Close an incident with an associated interaction or event
- Close multiple incident records
- Create an incident task
- Cancel an opened task for an incident record
- Close an opened task for an incident record
- Create other types of record from an incident
- Set a parent incident
- Set a child incident
- Unlink a child incident
- Mark an incident as a major incident
- Mark an incident for escalation
Close multiple incident records
You can close multiple incident records or a set of incident records using mass close. For example, you may want to close multiple incident records that have been rejected.
To close multiple incident records:
- Click Incident Management > Search Incidents.
- Use search or advanced search to find one or more records. Select the View list of incident records you want to close. For example, select Rejected Incidents to close multiple incident records that have been rejected.
- Using the scroll bar and the ctrl key, click the individual records that you want to include in the mass close. Each record you select remains highlighted.
- Click Mass Close. The Mass Close Incidents form opens.
- Provide resolution information in the following fields:
- Fix Type: select permanent or temporary.
- If the service delivery units were unable to fix the issue, select SDU unable to fix.
- Click Fill in the Resolution Code field to generate a record list of possible resolutions and choose one.
- Click Fill in the Resolution Analysis Code field and choose one.
- Click Next.
- Type an explanation in the Solution field.
- Click Finish. The mass close process starts, and then displays each incident number as it is closed. A message also states that related interactions will be processed normally.
Example: Search for a record
Close an Incident
Update multiple incident records
