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 |
|---|---|---|
|
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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Categories and Incident forms
You can customize Incident forms for each category with different tabs that contain category-specific information. For example, information required to solve a software Incident record is different from information required to solve an equipment Incident record. Some forms may also have a Service Referral group of fields.
When you gather information about an Incident record or a Service Desk interaction, you will add the information to an initial form, select a category, and then click New to add the record. The form associated with the category of the Incident opens. If you assign the wrong category to an Incident record, you can reassign the category of the Incident if you have an appropriate Security Profile.
Service Manager administrators can add and revise Incident categories.
Related topics
Incident Management overview
Incident Management administrator tasks
Categories
Incident Management categories
Adding a new category subform
