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||
- Miscellaneous tasks
- Open an incident
- View clocks
- View a list of services potentially affected by an outage
- Apply a template to complete an incident
- Access Incident Management views
- Relate a record to an incident record
- Update an incident
- Resolve an incident
- Access Incident Management reports
- Close multiple incident records
Relate a record to an incident record
As part of incident processing, you can relate or associate an existing interaction, incident, change, quote, or problem to an incident. Use related records to associate an incident with any applicable interactions, changes, quotes, or problems so that status changes or updates that you make will also be made to associated records.
To relate a record to an incident record:
- Click Incident Management > Incident Queue or view your To Do queue.
- Select a target record.
- Click More or the More Actions icon for the detail record.
- Click Related, and then choose one of the following:
- Interactions > Associate
- Incidents > Associate
- Changes > Associate
- Quotes > Associate
- Problems > Associate
- When the Associating Records dialog box opens, type the ID number of the record.
- You can also use Search in the Associating Records dialog box to locate the applicable ID number.
- Click OK.
Incident Management overview
More Actions menu
Example: Search for a record
Access Incident Management views
Open an incident
Update an incident
Resolve an incident
Close an Incident