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 |
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| 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 overview
- What is an incident?
- Affected services option for Incidents and Changes
- Submitting an incident
- Alerts and escalation
- Categories
- 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 Management and service level agreements
Incident Management supports the selection of more than one applicable SLA for an incident. When you create an incident, you can choose a Customer SLA for the contact, one or more applicable Service SLAs for the contact's subscriptions to a service, or no SLAs at all. Service SLAs only apply if the incident references a Business Service, the contact has a subscription to the service, and the subscription references an SLA. The following describes the system's process for adding SLAs to an incident.
- If one SLA is associated with the incident based on the contact, the Customer SLA is added to the incident.
- If the contact has an Individual Subscription for the CI, the Service SLA from that subscription is added to the incident.
- If the contact has a Department Subscription for the CI, the Service SLA from that subscription is added to the incident.
- If the contact has neither, then no Service SLA is added to the incident
The SLAs should contain all Service Level Targets (SLTs) that define the business rules for all response and availability metrics. You can choose as many SLTs as necessary to describe your response or availability commitment. If necessary, you can add more SLTs that meet your criteria.
When you view the new record, the SLT section lists the SLTs that apply to the incident.
Open the related topics to find the definitions for Customer SLA and Service SLA.
Related topics
Incident Management overview
Incident Management administrator tasks
Incident Management summary link records
Incident Management contract management records
Incident Management and service level agreements
