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 Logging and Categorization (process SO 2.1)
Incidents are initiated and logged as part of the Interaction Management or the Event Management process, depending on the source and nature of the incident. All relevant information relating to incidents must be logged so that a full historical record is maintained. By maintaining accurate and complete incidents, future assigned support group personnel are better able to resolve recorded incidents.
- If the incident is logged by the Service Desk Agent, most incident details are already provided by the interaction record. The Service Desk Agent verifies the Assignment Group to make sure the selected group is the most suitable group to solve the incident.
- If an incident is logged by an Operator, usually by using a system management tool, the incident must be based on the applicable incident model.
Operators and Service Desk Agents can perform the following Incident Logging tasks:
- Create new incident from monitoring system notification (Operator)
- Create new incident from user interaction (Service Desk Agent)
- Review and update incident information (Service Desk Agent)
You can see the details of this process in the following figure and table.