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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Backlog of Incidents
Description
The Backlog of Incidents report breaks down non-closed incidents by time period, and then by assignment group. This report contains a graphical representation of the breakdown of all non-closed incidents using a pie chart. You can click any piece of the pie to display a detailed breakdown of that time period by assignment group. The backlog consists of all incidents assigned to a certain group that are not closed yet, for example, all open incidents for this week for the network support group.
Customer Value
This report provides information about the workload for an assignment group. A growing number of open backlog incidents for a group indicates that they are not able to handle the current workload which is a threat for the SLA target times. This information can be used by a group manager to make decisions about the resources needed for the Incident Management process.
