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 Resolution and Recovery (process SO 2.4)
As part of the Incident Resolution and Recovery process, the Incident Analyst identifies and evaluates potential resolutions before those resolutions are applied and escalates incidents as necessary. The Incident Analyst may escalate an incident to the Incident Coordinator, including those incidents that require a change. If the Incident Analyst does not have the required level of permissions to implement a change, the Incident Analyst reassigns the incident to another group that can implement the resolution. As soon as it becomes clear that the assigned support group is unable to resolve the incident or if the target time period for first-point resolution is exceeded, the incident must be immediately escalated.
The objectives of the Incident Resolution and Recovery process are to ensure that:
- Recorded incidents include a resolution or workaround and information is complete.
- Incidents that require a change are escalated to the Incident Coordinator.
- Incidents for which the Incident Analyst has the required level of permissions are tested and implemented by the Incident Analyst in a production environment.
- Any incidents that the Incident Analyst does not have permissions to implement are reassigned to the applicable group for resolution implementation.
- Any implementation errors that occur during incident resolution correctly trigger resolution reversal and reinvestigation and diagnosis of the incident.
- The Incident Analyst initiates all required escalations.
You can see the details of this process in the following figure and table.