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 overview
- What is an incident?
- Affected services option for Incidents and Changes
- Submitting an incident
- Alerts and escalation
- Categories
- Posting outages
- Cause codes and probable cause
- Incident Management summary link records
- Incident Management contract management records
- Incident Management and service level agreements
- Incident Management macro list editor
- Incident Management paging feature
- Incident Audit Trail
- Incident Updates: Incident Diagnosis Details
- Alerts and Escalation
- Field-Level Controls
- Incident record data model
- Incident and Service Request separation
- User Satisfaction
Incident updates: Incident diagnosis details
Service Manager provides an audit trail capability that identifies each step in the diagnosis and resolution of an Incident record. Each time the record is updated, Service Manager creates a separate historical activity record for that specific Incident record, including which operators took what actions at what times. An authorized user may leaf through each historical activity record of an Incident record to develop a comprehensive understanding of the history and resolution of the Incident record.
The Incident record also includes a field to capture the resolution of the record.
Incident logging: manual
Service Manager allows the following approaches to manually create an Incident record:
- Authorized Service Desk users can create an Incident record directly within the Service Manager Incident Management module.
- Service Manager also includes a web-based, self-service interface that allows end users to create service requests through an easy-to-complete form. Once the form is complete, Service Manager routes the request through the Service Desk module to the appropriate Service Desk technician, who can then escalate the request to an Incident record. Users can track, update, or close their requests through this interface.
- An Incident record can be created through the web services and event services interfaces. These interfaces are used by existing integrations to network and systems management (NSM) tools (both Micro Focus's and third party's) and could be used in customer-created integrations to home-grown tools.
Incident logging: templates and related incidents
You can quickly create a new Incident record by copying an existing Incident record, or by applying templates. The Service Manager template functionality allows authorized users to create templates for common tasks in the Service Desk, Incident, and Change Management modules. Templates include predefined information for some or all fields of a record. A user can create an Incident record and apply a template, which can automatically fill in some or all fields of the record to save the user's effort.
