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.
Search for | Example | Results |
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A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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. |
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
- Incident Logging and Categorization (process SO 2.1)
- Incident Assignment (process SO 2.2)
- Incident Investigation and Diagnosis (process SO 2.3)
- Incident Resolution and Recovery (process SO 2.4)
- Incident Review and Closure (process SO 2.5)
- Incident Escalation (process SO 2.6)
- SLA Monitoring (process SO 2.7)
- OLA and UC Monitoring (process SO 2.8)
- Complaint Handling (process SO 2.9)
Incident Assignment (process SO 2.2)
Incidents are logged from an interaction by a Service Desk Agent or from an event by an Operator. The Incident Coordinator monitors the incident queue and reviews open status incidents. The Incident Coordinator verifies whether an incident is a major incident using predefined criteria. If it is, the Incident Manager is informed about the incident arrival; otherwise, it is assigned to an Incident Analyst for further investigation and diagnosis.
The Incident Analyst receives an assigned incident and determines whether the incident can be resolved with the tools and knowledge available. If the incident cannot be resolved, the Incident Analyst reassigns it to the Incident Coordinator.
You can see the details of this process in the following figure and table.
The Incident Assignment workflow is illustrated in the following figure: