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 |
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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". |
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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 Aging Report
Description
The Incident Aging report breaks down all closed incidents which have been opened in the last 30 days by priority ("1 - Critical", "2 - High", "3 - Average", "4 - Low") and then by incident duration (1"t" refers to incident duration.t<=1 hour, 1<t<=2 hours, 2<t<=4 hours, 4<t<=8 hours, 8<t<=1 day 2In this document, "days" refer to calendar days., 1<t<=2 days, 2<t<=3 days, 3<t<=7 days, 7<t<=15 days, 15<t<=30 days). This report organizes the aforementioned information using both 3D and 2D bar graphs. You can get an overview of the number of closed incidents by priority and by incident duration on the first page of this report. The Incident Count by Duration analysis is displayed in the 2D bar graph. To view detailed breakdown of incidents by open date and by duration, you can click the Groups tab in Crystal Preview panel and select priority group names.
Customer Value
This report provides a quick view of all closed incidents which are opened in the last 30 days by priority and by incident duration. When the incidents start backlogging faster than they can be resolved, the tendency of long incidents resolved time can be exposed in this report. This information can be used by the IT Management team to monitor and report upon the efficiency and effectiveness of the resolved incidents. Service Management process managers can also use this report to develop and follow procedures to reduce the time to resolve incidents and eliminate backlogged incidents.
