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||
- Incident investigation and diagnosis
Document an Existing Solution or Workaround in an Incident
When you find an existing solution that resolves an open incident, you can verify the effectiveness of the solution and then use the solution to resolve the incident.
After you verify that the solution works, perform the following steps to attach the solution to the incident record:
- From the knowledgebase document or record that contains the solution, do the following:
- Click Use Solution to add the solution to the Solution field of the incident record..
- View the published document, and then select it as a solution. The system reopens the record with the Solution field updated.
Note: For information about attaching a file, see the related topics.
- Update the incident detail:
- Open the Activities section.
- Select the applicable update type in New Update Type.
- Add other necessary information and notes in New Update.
Check Visible to Customer to make the information available to customers.
Note This option can be bypassed by setting the Bypass Visibility Option flag to “true” in the activityactions table. When this flag is set to “true,” automatic activities are invisible to customers, whether the Customer Visible option is selected or not. When the flag is set to “false,” all activities are visible to customers if the Customer Visible option is selected.
- Click Save & Exit.
Search for a solution
Change Incident Status to Pending User Information
Change Incident Status to Pending Vendor Investigation
Reject an Incident
Handle User Requests for Information
Example: Search for a record