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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Incident Management application
The Incident Management application automates reporting and tracking of a single incident or a group of incidents associated with a business enterprise. It enables you to categorize types of incidents, and keep track of their resolution.
With Incident Management, the appropriate people can escalate and reassign incidents. Incident Management can also escalate an incident to properly meet the agreed-upon terms of the service contract. For example, if a network printer is disabled, a technician or manager can escalate the incident to a higher priority to ensure that the incident is fixed quickly.
Incident Management restores normal service operation as quickly as possible and minimizes the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. It includes events that are communicated directly by Users, either through the Service Desk or through an automated interface between Event Management and Incident Management tools.
Incident Management defines normal service operation as service performance to meet Service Level Agreement (SLA), Operation Level Agreement (OLA), and Underpinning Contract (UC) targets.
Incidents can be reported and logged by support staff, who may notify the Service Desk if they notice an issue. Not all events are logged as incidents. Many classes of events are not related to disruptions at all, but are indicators of normal operation or are simply informational.
The new Incident Management best practices make some changes you may want to take into consideration when implementing your updated system.
Incident Closure process
Service Manager includes the Service Desk application to perform user interaction activities. Service Manager is configured out-of-box to use a one-step Incident Closure process. Therefore, incident personnel can close the incident directly after resolving it. The Service Desk takes care of notifying the end user and closing the interaction that initiated the incident.
Legacy Service Manager customers who did not activate Service Desk and used a two-step incident close will find that this is no longer necessary, because the Service Desk application is now included.
