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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- Use
Incident Management help hub
Service Manager Incident Management can automate the reporting and tracking of a single incident or of a group of incidents, and help you to achieve service performance that meets Service Level Agreement (SLA), Operation Level Agreement (OLA), and Underpinning Contract (UC) targets.
User roles
Describes the ITIL user roles as implemented by Service Manager.
Key concepts
Describes the most important things that you need to know about how the Incident Management module functions.
User workflows
Describes the ITIL workflows as implemented by Service Manager and the sub tasks that end users must perform in order to execute the workflows.
Incident Investigation and Diagnosis (SO2.3)
Incident Resolution and Recovery (SO2.4)
Administrator tasks
Describes the Administrator tasks in the Incident Management module.
Add an Incident Management assignment group
Create a template to complete incident records
Update multiple incident records
