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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- 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
What is an incident?
Incidents include any event which disrupts, or which could disrupt, a service. This includes events that are communicated directly by Users, either through the Service Desk or through an automated interface between Event Management and Incident Management tools.
Incidents can also be reported and logged by support staff, who may notify the Service Desk if they notice an issue. Not all events are logged as incidents. Many classes of events are not related to disruptions at all, but are indicators of normal operation or are simply informational.
Related topics
Access Incident Management views
Open an incident
Update an incident
Relate a record to an incident record
Resolve an incident
Close an Incident
View clocks
