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". |
|
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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User roles: Incident Management
The out-of-box Incident Management user role descriptions use these application profiles and capability words. In order to use Incident Management, you must assign the appropriate user role descriptions to your personnel. If necessary, you can modify these user role descriptions or add new ones.
| User Role | Configuration Management Profile | Service Desk Profile | Incident Management Profile | Problem Management Profile | Change Management Profiles | Request Management Profiles | Service Level Management Profile | Contract Management Profile | Capability Words |
|---|---|---|---|---|---|---|---|---|---|
| operator | DEFAULT | DEFAULT | operator | DEFAULT | DEFAULT | request tech | partial.key problem management query.stored inventory management change request incident management service desk OCMQ OCML user.favorites |
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| incident analyst | DEFAULT | DEFAULT | incident analyst | DEFAULT | DEFAULT | request reviewer | partial.key problem management query.stored inventory management change request incident management service desk OCMQ OCML user.favorites |
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| incident coordinator | DEFAULT | DEFAULT | incident coordinator | DEFAULT | DEFAULT | request reviewer | partial.key problem management query.stored inventory management change request incident management service desk OCMQ OCML user.favorites |
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| incident manager | DEFAULT | DEFAULT | incident manager | DEFAULT | DEFAULT | requestor | partial.key problem management query.stored inventory management change request incident management service desk IncidentAdmin OCMQ OCML user.favorites |
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| service desk manager | DEFAULT | service desk manager | service desk manager | DEFAULT | SD agent/manager | requestor | partial.key problem management query.stored inventory management change request incident management service desk EditContacts SDAdmin OCMQ OCML user.favorites |
Related topics
Application profiles
Capability word model
User roles
Add a user role record
Delete a user role record
Search for a user role record
