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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Percentage of Incidents by Priority
Description
The Percentage of Incidents by Priority report breaks down all incidents by priority ("1 - Critical", "2 - High", "3 - Average", "4 - Low") and then by incident open date in the last 13 months (include the current month). This report contains graphical representations of the breakdown of the incidents using stacked bar graphs. You can get an overview of the percentages and totals on the first page of this report. To display the detailed breakdown of the incidents by open/close date and by priority, you can browse for a selected priority in the rest of this report and double-click any bar of the graph.
Customer Value
This report provides a quick view of the number and percentage of all incidents by priority and by open date in the last 13 months. The percentages and totals displayed on the first page of this report allow for a quick, visual overview of which incident priority is generating the highest percentage, or which month has the largest number of incidents. This information can be used by the IT Management team and the Service Management process managers to determine if the workflow in place needs to be adjusted or to reallocate resources.
