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||
- Incident Management overview
- What is an incident?
- Affected services option for Incidents and Changes
- Submitting an incident
- Alerts and escalation
- Posting outages
- Cause codes and probable cause
- Incident Management summary link records
- Incident Management contract management records
- Incident Management and service level agreements
- Incident Management macro list editor
- Incident Management paging feature
- Incident Audit Trail
- Alerts and Escalation
- Field-Level Controls
- Incident record data model
- Incident and Service Request Separation
- User Satisfaction
Incident audit trail
For all records in Service Manager, a date time stamp and a user stamp are updated in the record when it is created or saved.
Service Manager provides an audit trail capability that identifies each step taken in the resolution of an Incident record. Each time the record is updated (whether manually or automatically), a separate historical activity is created for the Incident record. An authorized user may review each historical activity to develop a comprehensive understanding of the history of the record and its resolution, including which operators took what actions at what times. These updates are displayed in an aggregated journal of all updates.
Service Manager also provides an auditing feature that records modifications to fields within the Service Manager database. Field modifications are detected by comparing the fields in the original version of a record to the updated version. When modifications are detected, an Audit Log entry is recorded for each changed field. The Audit Log entry shows the name of the modified field, the old and new versions of the data, the current date and time, and the current operator’s user ID.