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
Resolve an incident
When you find an existing solution that resolves an incident, you can attach the solution to the incident record and close the record. You can also save the resolution as a candidate for the knowledgebase.
To resolve an incident:
- Click Incident Management > Search Incidents.
- Use search or advanced search to find one or more records.
- Double-click a record to display it in the Incident form.
- Document the solution:
- If the solution or workaround is from a knowledgebase document, click Use Solution to add the solution to the Solution field of the
incident record. The Use Solution button only appears if the selected knowledgebase record or document contains a solution or workaround.
Note: If the knowledge document is a working copy of a published document, no Use Solution display option appears.
- If the solution or workaround is from a related record, type the solution in the Solution field on the Incident section.
- If the solution or workaround is from a knowledgebase document, click Use Solution to add the solution to the Solution field of the incident record. The Use Solution button only appears if the selected knowledgebase record or document contains a solution or workaround.
- Select the Activities section and do the following:
- In the New Update Type field list, select an update type.
- In the New Update field, type a note to explain how you resolved the incident.
- If the resolution should be saved to the Service Manager Knowledge Database, check Knowledge Candidate.
- Click Fill in the Closure Code field to select a closure code.
- Click Close Incident. The status changes to Resolved.
- Update or accept the specified outage start and end times.
- Click Save & Exit.
Example: Search for a record
Access Incident Management views
Open an incident
Update an incident
Relate a record to an incident record
Close an Incident