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
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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 |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Incident Details section
Use the following information as a guide when you add data to an incident.
| Field | Description |
|---|---|
| Incident ID | The system-generated unique ID for this incident. |
| Status | Displays the status of the incident.
These statuses are available out-of-box: Pending other You need something from an outside source other than customer or vendor. Work in progress means work is underway to resolve this incident. Reject means the record is rejected. No resolution at this time. Resolved There is a resolution, but it has not yet been verified by the customer. Pending Vendor/Supplier means awaiting action from a vendor/supplier. Pending customer means awaiting action from the customer who reported the incident. Closed means the record is resolved. Open The incident has been opened but it is not currently being worked on. Accepted You accept responsibility for the record. Suspended means the record is suspended. |
| Contact | The contact person for this incident. |
| Location | The service recipient's location |
| Affected Service | The service affected by the registered issue. Only services the service recipient has a subscription for can be selected. |
| Affected CI | The configuration item (CI) the incident is registered for. Using Fill shows the CIs that are part the affected service. Other CIs can be entered manually. |
| CI is operational (no outage) | If selected (set to true), indicates the item is currently operational and there is no outage. |
| Outage Start | A date/time stamp for when the service outage started. |
| Outage End | A date/time stamp for when the service outage ended. |
| Service Contract | The contract covering the affected equipment. |
| SLA Target Date | The date and time when the next Service Level Objective (SLO) breach will occur. |
| Title | A short description summarizing the incident. |
| Description | A description of the incident in more detail. |
| Assignment Group | The support group assigned to work on this incident. |
| Assignee | The name of the person assigned to work on this incident. This person is a member of the assigned support group. |
| Vendor/Supplier | The name of the vendor/supplier the incident has been assigned to. |
| Vendor/Supplier Record | This is the number the vendor uses to identify the record. |
| Category | The category is inherited from the interaction. Valid entries are Incident or Complaint in the out-of-box system |
| Area | Depending on the selection of a category, a different list appears describing the area of concern for the incident. |
| Subarea | The third level of categorizing an incident. |
| Impact | The impact the incident has on the business. The impact and urgency are used to calculate the priority. |
| Urgency | The urgency indicates how pressing the incident is for the organization. |
| Priority | The order in which to address this incident in comparison to others. |
| Closure Code | A set of pre-defined codes that describe how the incident has been closed. |
| Solution | A description of the solution used to close the incident. |
Note: When you view an existing incident, shaded fields are not available for more input. Incident Management populates these fields from information stored in associated records. You can update the associated record to increase the amount of information in these read-only fields.
Related topics
Incident Management overview
Creating an incident
Activities section
