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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- Incident Management administrator tasks
Assignment groups
An assignment group is a list of users who are responsible for an Incident record. Incident Management notifies the group when an Incident record opens or escalates. Assignment groups make the routing and escalation of Incident records easier.
For example, the Service Desk Agent receives a service request to fix a disabled workstation. The agent creates an Incident record, and then assigns the incident to the Hardware assignment group. The hardware technician determines that the hard drive must be replaced. Because the drive must be purchased, the technician assigns the Incident record to a Request Fulfillment assignment group for acquisition. If the hard drive purchase is delayed, and the delay impacts the closure of the Incident record in a reasonable amount of time, Incident Management automatically escalates the Incident record and assigns it to the Request Fulfillment manager.
Service Manager administrators create Assignment groups as part of the Ongoing Maintenance process.
Related topics
Incident Management overview
Incident Management administrator tasks
Incident Management macro list editor
