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
|
| A combination of search types | ( ) parentheses |
|
- 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
View affected services of Incidents and Changes
If you want to see a list of services that are potentially affected by an outage related to the CIs specified in an Incident or Change record, click the View Affected Services command on the More menu. When you open an Incident record, you can examine detailed information for any of the CIs in the list to determine the potential impact of an outage relating to critical, dependent services. The View Affected Services command also enables you to plan appropriately when you open a Change record. You can determine how a planned outage affects these services.
When you click View Affected Services on the More menu, the system processes the outage spreads relating to the CIs in the Incident or Change record
by browsing the configuration relationship records in the cirelationship table. This process is independent of any outage
dependency information specified in the relationship records. No matter how many hierarchy levels a CI is above or below a service, the system browses all levels from the CI in the record to build a list of CIs. After this list is built, the system searches for any outage dependency information specified in the relationship records for those CIs in the list and removes any CIs that do not meet the
conditions for outage dependencies. This final list of CIs then opens and you can select a CI for detailed information from the Configuration Management record.
Note The list of CIs generated does not include the CIs specified in the primary Incident or Change record.
Affected Item field in Incident Management
The information available to populate the Affected Item field on the CIs and Services tab depends on conditions related to the service recipient. For example, if the recipient has individual or department subscriptions, a list of CIs associated with those subscriptions opens. If a recipient does not have any subscriptions, the following behavior occurs:
- If there is an incident recipient, a list of the CIs assigned to that recipient opens.
- If there is a location, a list of the CIs assigned to that location opens.
- If the system has several companies and there is a company specified, a list of the CIs assigned to that company opens.
- If there is a device type specified, a list of the CIs of that type opens.
Note If you want to obtain a list of all CIs, do not enter any recipient information before you click the Affected Item field.
Related topics
