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 |
|---|---|---|
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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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Reject an Incident Resolution with an Associated Change or Service Request
If the solution provided for an incident is found to not resolve the incident completely, then the Incident Analyst must review the incident for necessary changes or requests. When incident closure rejects the incident solution and the incident has an associated change, incident closure updates the status of the incident to pending change and requests that Change Management reopen the change. When incident closure rejects the incident solution and the incident has an associated service request, incident closure updates the status of the incident to pending change and requests that the Service Desk reopen the request.
To reassign a rejected incident solution with an associated change or service request:
- Click Incident Management > Incident Queue or view your To Do queue.
- Select an incident for review.
- Review the incident resolution description in the Solution field to verify that it is correct and complete.
- When the solution does not resolve the incident and the incident includes an associated service request:
- Update the Status field to Pending Change.
- Update the Assignment Group and Assignee fields with the applicable Service Desk group and Service Desk Agent.
- In the Activities section, do the following:
- From the New Update Type field list, select an update type.
- In the New Update field, type an explanation that describes the problem with the proposed solution and that also mentions any associated requests that must be reopened.
- Click Save & Exit to return to your To Do queue.
- When the solution does not resolve the incident, and the incident includes an associated change:
- Update the Status field to Pending Change.
- Update the Assignment Group and Assignee fields with the applicable Change Management group and Change Coordinator.
- In the Activities section, do the following:
- From the New Update Type field list, select an update type.
- In the New Update field, type an explanation that describes the problem with the proposed solution and that also mentions any associated changes that must be reopened.
- Click Save & Exit to return to your To Do queue.
Example: Search for a record
Reject an Incident Resolution
Close an Incident
Close an Incident with an Associated Interaction or Event
