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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- Processes and Best Practices
- Service Desk Overview
- Service Desk Workflows
- Service Desk Details
- Incident Management Overview
- 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 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 Workflows
The Incident Management process logs, investigates, diagnoses, and resolves incidents. Incidents can be initiated by the escalation of Service Desk interactions or automatically detected and reported by event monitoring tools. The process includes all necessary steps to log and resolve an incident, including any necessary escalations or reassignments.
The Incident Management process consists of the following processes, which are included in this chapter:
- 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)
