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 configuration
Create an incident category
Applies to User Roles:
If you are a Service Manager Administrator, you may want to create an incident category. To do this, you can modify an existing category record, or you can create a new category record. Service Manager provides out-of-box category records that you can use or modify.
Note When a category is set as the default category in settings, do not delete it to avoid unpredictable issues.
To create new category record:
- Click Incident Management.
- Click Configuration > Incident Categories.
- Click New.
- Type the name of the incident category.
Clear the Active check box if you do not want the new category to appear in the category list.
Note If you clear the Active check box, this category cannot be used to create new incidents.
- Type the category description.
- Select a workflow for the category.
- Click Save.
- Optional: Click the Link New Subcategories button to create a new subcategory for the incident category.
Note The Apply To flag indicates whether the category is shared across different modules.
For example, if the Apply To is set to "Interaction/Incident", then this category will be created in both the interaction category table and the incident category table.
Typical shared categories in the out-of-box configuration include Complaint, Request for Information, Incident, and Request for Administration.
For the Apply To flag in Incident Category:
When creating an incident category, the Apply To option is predefined as "Incident" only and cannot be modified. However, an incident category can also be created when creating an interaction category with the Apply To option set as "Interaction/Incident" or "Interaction/Incident/Problem".
When searching for an incident category, all the Apply To values that include Incident can be used.
The following list is used in Incident Category:
1 - Incident
3 - Interaction/Incident
4 - Interaction/Incident/Problem
Note Incident category name is read-only after the category is created.
Add a new subcategory to an incident category