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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- Incident Management workflows and user tasks
- Access Incident Management reports
- Create a new incident from a user interaction
- Create new incidents from monitoring system notifications
- Review and update incident information
- Assign an incident
- Reassign an incident
- Change incident status pending user information
- Change incident status pending vendor/supplier investigation
- Document an existing solution or workaround in an incident
- Test the incident resolution
- Change incident resolution
- Reassign incident resolution
- Reject an incident resolution
- Reject an incident resolution with an associated change or service request
- Escalate an incident
- Reassign an incident for additional support
- Monitor interaction queue for service level agreement breaches
- Monitor interaction queue for potential service level agreement breaches
- Handle Complaints
- Open an incident
- View a list of services potentially affected by an outage
- Apply a template to complete an incident
- Access Incident Management views
- Relate a record to an incident record
- Update an incident
- Resolve an incident
- Close an incident
- Close a first-time resolved incident
- Close an incident with an associated interaction or event
- Close multiple incident records
- Create an incident task
- Cancel an opened task for an incident record
- Close an opened task for an incident record
- Create other types of record from an incident
- Set a parent incident
- Set a child incident
- Unlink a child incident
- Mark an incident as a major incident
- Mark an incident for escalation
Assign an Incident
The Incident Coordinator reviews open status incidents and assigns the record to an Incident Analyst for further investigation and diagnosis.
Assigning an incident is a two-step process. First, review an incident to determine if it can be resolved by your group. Next, assign the incident to an Incident Analyst.
To review and assign an incident:
- Click Incident Management > Incident Queue.
- Select the Incidents by Assignment Group view.
- Review the incident records in the list to determine which ones can be assigned to your group for further investigation.
- Review each incident record and look at the contents of the Affected CI and Description fields.
- Determine to whom an incident record can be assigned.
- Open the Categorization and Assignment section.
- Click Fill to select an assignment group from the Assignment Group field and then click Fill to select an assignee from the Assignee field.
- Click Save & Exit.
