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.
![Closed](../../../Skins/Default/Stylesheets/Images/transparent.gif)
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. |
![Closed](../../../Skins/Default/Stylesheets/Images/transparent.gif)
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 Status to Pending Vendor Investigation
When you determine that a vendor needs to investigate and diagnose the cause of an incident, you are required to update the status of the incident record to indicate that the investigation is pending vendor feedback.
To update an incident record status to pending vendor information:
- Click Incident Management > Incident Queue.
- Select the Open Incidents Assigned To Me view, which is based on the service level agreement (SLA) target date. The view is sorted by target date with the oldest date listed first.
- Select an open incident, and then look at the category in the Category field. The category is inherited from the Service Desk interaction process. Valid entries are complaint, incident, or request for information. The Area and Subarea fields are also populated according to the selected category.
- Click the list in the Status field and change the status to Pending vendor.
- Note: When an incident record is at a status of pending vendor, the service level agreement clock continues to track the incident as an open incident. The assignment group remains the same.
- Click Fill in the Vendor field to generate a list of vendors and choose one.
- Note: The Vendor field is only valid when the incident Status is Pending Vendor.
- Enter the reference number (obtained from the vendor) in the Reference Number field.
- Note: When the vendor provides the requested information, you can change the status to accepted or work in progress.
- Click Save & Exit.
Example: Search for a record
Change Incident Status to Pending User Information
Document an Existing Solution or Workaround in an Incident
Reject an Incident
Handle User Requests for Information