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.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
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.
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||
|A combination of search types||
- Miscellaneous tasks
- Open an incident
- View clocks
- View a list of services potentially affected by an outage
- Apply a template to complete an incident
- Access Incident Management views
- Relate a record to an incident record
- Update an incident
- Resolve an incident
- Access Incident Management reports
- Close multiple incident records
Access Incident Management views
Incident Management views contained in the Favorites and Dashboards navigation pane enable you to easily and quickly access specific types of records. When the database changes, the dashboard contents change to reflect current activity.
To view your favorites, click Favorites and Dashboards > Incident Management. Service Manager provides the following default Incident Management views:
- (1) Monitor OLA-UC Incident - Breached
- (2) Monitor OLA-UC Incident - Breach within 1 hour
- (3) Monitor OLA-UC Incident - Breach within 4 hours
- (4) Monitor OLA-UC Incident - Breach within 1 day
- All Open Incidents
- Incidents by Assignment Group
- Open Incidents Assigned to Me
- Open Incidents I Own
Note: The Monitor OLA-UC breached views contain incident records that measure the performance of individual support groups and applicable vendors. The records that are close to breaching an agreement or that already have breached an agreement can be seen in these views.
Example: Search for a record
Delete a view or favorite