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 user tasks
Incident Investigation and Diagnosis (SO2.3)
Each support group involved with handling incidents must perform investigation and diagnosis tasks to determine the cause and solution to the incident. All actions performed by support group personnel are documented in the incident record, so that a complete historical record of all activities is maintained at all times.
Related topics
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 Management workflows and user tasks
Processes and Best Practices