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 Management user tasks
- Incident logging
- Incident assignment
- Incident investigation and diagnosis
- Incident resolution and recovery
- Incident closure
- Incident escalation
- Service level agreement monitoring
- OLA and UC monitoring
- Complaint handling
- Miscellaneous tasks
Incident Closure (SO2.5)
The Incident Closure process includes many steps to verify the success of implemented solutions and to verify that incident records are accurate and complete.
Service Manager is configured out-of-box to use a one-step Incident Closure process. Therefore, incident personnel can close the incident directly after resolving it. The Service Desk takes care of notifying the end user and closing the interaction that initiated the incident.
Legacy Service Manager customers who did not activate Service Desk and used a two-step incident close will find that this is no longer necessary, because the Service Desk application is now included. However, you can still choose to close incidents in two steps after you finish some configuration.
To close an incident in two steps, administrators need to configure the system to enable a two-step close process for incidents. In the two-step close process, a technician starts the close process when work on the incident is complete. The record is resolved, but not closed until an operator contacts the user and confirms the resolution. The operator then finishes closing the incident and the incident is inactivated.
Close an Incident
Close an Incident with an Associated Interaction or Event
Reject an Incident Resolution
Reopen an incident