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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Manage incidents
When incidents are escalated from Service Desk interactions, opened by support staff, or reported by event monitoring tools, Incident Management provides the Incident Management staff the ability to perform the following tasks from their smartphones:
- Browse and review incidents.
- Assign or reassign an incident.
- Investigate incidents.
- Update incidents. For example, a field engineer can add an activity (or journal entry) update to an incident record and set the customer-visible flag to make the update available for customer viewing on the customer support portal.
- Resolve or close a ticket. When a field engineer attempts to resolve or close an incident, Service Manager determines the business logic and displays Resolve or Close accordingly.
