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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- Processes and Best Practices
- Service Desk Overview
- Service Desk Workflows
- Service Desk Details
- Incident Management Overview
- Incident Management Workflows
- Incident Management Details
- Problem Management Overview
- Problem Management Workflows
- Problem Management Details
- Change Management Overview
- Change Management Workflows
- Change Management Details
- Knowledge Management Overview
- Knowledge Management Workflows
- Knowledge Management Details
- Configuration Management Overview
- Configuration Management Workflows
- Configuration Management Details
- Request Fulfillment Overview
- Request Fulfillment Workflows
- Request Fulfillment Details
- Service Level Management Overview
- Service Level Management Workflows
- Service Level Management Details
- Release and Deployment Management
- Service Desk (Streamlined Interaction)
Incident Management Overview
The Micro Focus Service Manager Incident Management application, referred to as Incident Management throughout this chapter, supports the Incident Management process. It provides comprehensive Incident Management that allows you to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.
Incident Management enables you to categorize and track various types of incidents (such as service unavailability or performance issues and hardware or software failures) and to ensure that incidents are resolved within agreed on service level targets.
This section describes how Incident Management implements the best practice guidelines for the Incident Management processes.
Topics in this section include: