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
|
Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
|
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 |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- Report Descriptions and Usage
Incident Management Reports
|
Report name |
Business user |
Description |
|---|---|---|
|
Service Management process managers, IT Management team |
This report enables the user to review, for a determined period, a breakdown of open and closed incidents by categories and by their associated areas. |
|
|
Service Management process managers, IT Management team |
This report provides an overview of the number of reported incidents by service in a given time period. |
|
|
Service Management process managers, IT Management team |
This report enables the user to review the number of incidents that are not closed in a given time period. |
|
|
Service Management process managers, IT Management team |
This report enables the user to review the percentage of reopened incidents by service in a given time period. |
|
|
Service Management process managers, IT Management team |
This report enables the user to review the number of closed incidents that meet the SLA targets in a given time period, relative to the number of all closed incidents. |
|
|
Service Management process managers, IT Management team |
This report enables the user to review the number of all closed incidents opened in the last 30 days by priority and by incident duration. |
|
|
Service Management process managers, IT Management team |
This report enables the user to review the count of incidents opened in the last 13 months (including the current month) by number of reassignment times and by open date. |
|
|
Service Management process managers, IT Management team |
This report enables the user to review the count of incidents submitted in the last 13 months (including the current month) by open date and by priority. |
|
|
Service Management process managers, IT Management team |
This report enables the user to review a breakdown of monthly opened incidents for a determined period by categories and by their associated areas. |
