Search for	Example	Results
A single word	`cat`	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
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager

Use > Incident Management > Incident Management user roles

Incident Management user roles

The Incident Management module has the following user roles:

Operator

The Operator user role has the following responsibilities:

To execute this role, the Operator has following tasks available:

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows	User Tasks
Incident logging and categorization (SO2.1)	Create New Incidents from Monitoring System Notifications

The Incident Analyst user role has the following responsibilities:

Review and accept or reject assigned incidents.
Investigate and diagnose the incident.
Document incident resolution or workaround in the Service Management application.
Implement incident resolution.
Verify that the incident is resolved and close the incident.

To execute this role, the Incident Analyst can perform the following tasks.

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows	User Tasks
Incident Assignment (SO2.2)	Reassign an Incident
Incident Investigation and Diagnosis (SO2.3)	Change Incident Status to Pending User Information Change Incident Status to Pending Vendor Investigation Document an Existing Solution or Workaround in an Incident Reject an Incident Handle User Requests for Information
Incident Resolution and Recovery (SO2.4)	Test the Incident Resolution Change Incident Resolution Reassign Incident Resolution
Incident Closure (SO2.5)	Close an Incident Close an Incident with an Associated Interaction or Event Reject an Incident Resolution Reject an Incident Resolution with an Associated Change or Service Request

The Incident Coordinator user role has the following responsibilities:

Review and accept or reject incidents assigned to the support group.
Handle incidents escalated by an Incident Analyst of the support group.
Monitor Operational Level Agreements (OLA) and Underpinning Contracts (UC) targets of the support group.

To execute this role, the Incident Coordinator can perform the following tasks.

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows	User Tasks
Incident Assignment (SO2.2)	Assign an Incident Reassign an Incident
Incident Escalation (SO2.6)	Escalate an Incident with a Service Request Open an Emergency Change for an Incident Escalation
OLA and UC Monitoring (SO2.8)	Monitor OLA and UC Performance

The Incident Manager user role has the following responsibilities:

Handle incidents escalated by the Incident Coordinator or by the Service Desk Agent.
Determine and execute the appropriate escalation actions.
Request an Emergency Change if required.

To execute this role, the Incident Manager has following tasks available:

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows	User Tasks
Incident Escalation (SO2.6)	Reassign an Incident for Additional Support

The Service Desk Agent user role has the following responsibilities:

Open interactions based on contact with the user
Match user interaction to incidents, problems, known errors, or knowledge documents
Solve and close interactions
Provide status updates to users on request
Register incidents based on user interactions and assign them to the correct support group
Register requests for change, based on user interactions
Register service requests, based on a user interactions
Validate solutions provided by support groups
Report and verify solution to users
Monitor the Service Level Agreement (SLA) targets of all registered incidents and escalate the incidents if required
Communicate service outages to all users

To execute this role, the Service Desk Agent has following tasks available:

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows	User Tasks
Incident logging and categorization (SO2.1)	Create a new incident from a user interaction Review and Update Incident Information
Service Level Agreement Monitoring (SO2.7)	Monitor Interaction Queue for Potential Service Level Agreement Breaches Monitor Interaction Queue for Service Level Agreement Breaches