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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Open and Closed Incidents by Service
Description
The Open and Closed Incidents by Service report breaks down all reported incidents in a given time period by status (open or closed) and then by service type (Applications, E-mail/Webmail, Intranet/Internet, My Devices, Printing, Service Management, etc.). This report contains a graphical representation of the breakdown of open versus closed incidents using a pie chart. You can double-click any piece of the pie to display a detailed breakdown of that status by service. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by status and service.
Customer Value
This report provides a quick view of open and closed incidents by service for a given time period. The percentages and totals displayed in group headings indicate the quality of the service delivered. An increase of incidents deviated from the trend line in a certain time period needs to be diagnosed and acted upon. This information can be used by an Incident Management administrator to determine whether a particular department requires additional training or resources to decrease the number of incidents of a given service type. Note that the report excludes interactions logged as incidents but handled by the Service Desk.
