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 |
|
Change Incident Resolution
One of the tasks of the Incident Analyst is to review and identify incidents received from the incident investigation and diagnosis process that need to be escalated to the Incident Coordinator because the implementation of the resolution requires a change.
To initiate a change for an incident:
- Click Incident Management > Incident Queue or view your To Do list.
- View and identify any incidents whose resolution (shown in the Solution field) can only be accomplished with a change.
- Update the Assignment Group and Assignee fields with the applicable group and Incident Coordinator.
- In the Activities section, select the New Update Type and then in New Update type a description of the change required to implement the resolution.
- Click Save & Exit.
Example: Search for a record
Test the Incident Resolution
Reassign Incident Resolution
