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 |
|---|---|---|
|
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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Close an Incident
Part of Workflow(s):Incident Closure (SO2.5)
Applies to User Roles: Incident Analyst
Incidents that have been resolved satisfactorily and have no associated events, interactions, or changes are closed by specifying a closure code and updating the status to closed. Incidents that have associated events, interactions, or changes require additional processing.
To close an incident:
- Click Incident Management > Incident Queue or view your To Do queue.
- Select an incident that is ready to be closed.
- Click Fill in the Closure Code field to select an applicable code.
- Enter the resolution in the Solution field and verify that the information is correct and complete.
- Click Close Incident. The status changes to Closed.
- Click Save & Exit.
- In the Confirm Outage Information form, update or accept the specified outage start and end times and click OK. You are returned to your To Do queue. The status is updated to Closed.
Related topics
Close an Incident with an Associated Interaction or Event
Reject an Incident Resolution
Reject an Incident Resolution with an Associated Change or Service Request
Incident Closure (SO2.5)
