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
|
Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
|
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 |
|---|---|---|
|
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 | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
- 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
Categories
Incident Management enables you to categorize and track types of Incident records, such as software, equipment, facilities, and network, and to track the resolution of Incident records. Incident records, service desk interaction reports, root cause records, and known errors are assigned to a category. A category classifies an incident or report by type.
A category can determine the following information:
- Person or group of people responsible for resolving the service desk interaction or incident (the default Assignment Group)
- Information that is required to open an incident
- Incident severity
- Incident priority
- Allowed time for incident resolution
- Time interval for escalating an Incident record to a higher alert stage
Related topics
Incident Management overview
Incident Management administrator tasks
Categories and Incident forms
Incident Management categories
Adding a new category subform
