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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Reopened Incidents
Description
The Reopened Incidents report breaks down all incidents that were ever marked closed by status (reopened and non-reopened) and then by service type (Applications, E-mail/Webmail, Intranet/Internet, My Devices, Printing, Service Management, etc.). Using a pie chart, this report provides an overview of the number of incidents that were reopened because the solutions were not accepted by the customer, relative to the number of incidents closed in a given time period. You can double-click any piece of the pie to display a detailed breakdown of that status by service. This report organizes the information into groups and sub-groups to provide a quick view of percentage of reopened incidents.
Customer Value
This report provides information about the quality of the Incident Management process. Reopened incidents imply extra workload for the support groups and a threat for the Service Level Target dates. Incidents reopened by the Service Desk Agent indicate that the solutions provided did not satisfy the customer, the support group did not do a good job, or the service disruption was due to incorrect diagnosis. Note that this report does not refer to incidents that were recreated, because not all interactions were closed by the solutions provided.
