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 Management categories
Each category record contains fields to define assignment groups for the Category, Open, and Print options and forms that Incident Management associates with the category as well as the triggers for alert levels.
| Category | Use |
|---|---|
| Complaint | Interactions in which the user reports less than satisfactory service or performance. This is a Hybrid mode category, that is created by using your existing Classic mode category when you upgrade to Service Manager Hybrid. |
| Complaint codeless | Interactions in which the user reports less than satisfactory service or performance. |
| Incident | Interactions that are opened specifically to start an incident management process. This is a Hybrid mode category, that is created by using your existing Classic mode category when you upgrade to Service Manager Hybrid. |
| Incident codeless | Interactions that are opened specifically to start an incident management process. |
| Problem Codeless | Interactions that are opened specifically to start the problem management process. |
| Request for Administration | Interactions that are opened specifically to request assistance from a system administrator, such as a password resets or rights to access a specific area. |
| Request for Change | Interactions that are opened specifically to start a change process. This is a Hybrid mode category, that is created by using your existing Classic mode category when you upgrade to Service Manager Hybrid. |
| Request for Information | Call or incidents that request information only. This is a Hybrid mode category, that is created by using your existing Classic mode category when you upgrade to Service Manager Hybrid. |
| Request for Information codeless | Call or incidents that request information only. |
| Service catalog codeless | Interactions that are requests for items from the service catalog. |
Related topics
Incident Management overview
Incident Management administrator tasks
Categories
Categories and Incident forms
Adding a new category subform
