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 overview
- What is an incident?
- Affected services option for Incidents and Changes
- Creating an incident
- Posting outages
- Incident Management contract management records
- Incident Management and service level agreements
- Parent and child incidents
- Major incident
- Incident access control
- Incident Updates: Incident Diagnosis Details
- Alerts and escalation
- Field-Level Controls
- Incident record data model
- Incident and Service Request separation
Major incident
If the impact or priority of an incident increases, the incident may become a major incident. For a major incident, you may need problem management activities to identify the root cause, and take appropriate actions and plans to prevent future major incidents from occurring.
After you mark an incident as a major incident, the incident has a Major Incident Review section and the Review Details field in this section is mandatory in the Review phase. Service Manager also notifies the specified Incident Manager about the major incident.
