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 Investigation and Diagnosis (process SO 2.3)
Each support group involved with handling incidents must perform investigation and diagnosis tasks to determine the categorization of and solution to the incident. All actions performed by support group personnel are documented in the incident, so that a complete historical record of all activities is maintained at all times.
Incident Investigation and Diagnosis includes the following actions:
- Establishing the exact cause of the incident
- Documenting user requests for information or for particular actions or outcomes
- Understanding the chronological order of events
- Confirming the full impact of the incident, including the number and range of users affected
- Identifying any events that could have triggered the incident (for example, a recent change or user action)
- Searching known errors or the knowledgebase for a workaround or resolution
- Discovering any previous occurrences, including previously logged incident or problems and known errors, the knowledgebase, and error logs and knowledgebases of associated manufacturers and suppliers
- Identifying and registering a possible resolution for the incident
The Incident Analyst asks the following questions to determine how to resolve an incident:
- Is there a problem?
- Do I have the knowledge and tools to solve this problem?
- Can the incident be reproduced?
- Can the incident be related to an open problem or known error?
- Was the incident caused by the implementation of a change?
- Can a solution be found for this incident?
You can see the details of this process in the following figure and table.