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
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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 Management overview
- What is an incident?
- Affected services option for Incidents and Changes
- Submitting an incident
- Alerts and escalation
- Categories
- Posting outages
- Cause codes and probable cause
- Incident Management summary link records
- Incident Management contract management records
- Incident Management and service level agreements
- Incident Management macro list editor
- Incident Management paging feature
- Incident Audit Trail
- Alerts and Escalation
- Field-Level Controls
- Incident record data model
- Incident and Service Request Separation
- User Satisfaction
Alerts and escalation
There are several ways of providing alerts and escalations in Service Manager:
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Notifications: Service Manager provides a broad and deep solution to deliver notifications to incident stakeholders whenever the incident is opened, updated or closed. Administrators have complete control of the following areas in the notification engine:
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The notification vehicle (email, page, etc) and format
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The conditions on which the notification is sent
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The receiver of the notification
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Alerts: The Incident Management module includes the ability to set criteria for the generation of alerts. For example, the administrator can set rules for three stages of alert and a deadline condition. When these targets are met, specified users receive alerts and notifications through the Service Manager tool, email, pager, or fax etc.
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Escalations: Business rules can be used to trigger automated escalations of records under various conditions. For example, the following conditions:
- The status of a record remains unchanged for a long time
- A record has been reassigned too often between assignment groups
In addition, to document the violation of these rules the administrator can configure Service Manager to act in certain ways should these rules be breached. For example, reassign the record to the assignee's manager if a record remains in the Open state for too long.
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Service Level monitoring: Alerts and escalations can be triggered through evaluation of service levels as defined in the Service Level Management module. This approach is used to set Service Level Targets and Service Level Agreements with associated actions should service levels approach breach conditions. In this way, escalation is accomplished proactively to avoid breach rather than react to breach.
Related topics
Example: Enabling Service Level Agreement alerts
Monitor OLA and UC Performance
