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 |
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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". |
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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
- 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 Management user roles
- Incident Management user tasks
- Incident Management administrator tasks
- Incident configuration
- Security
- Incident Management overview
Incident Management overview
You can use Service Manager Incident Management to automate reporting and tracking of a single incident or a group of incidents. Incident Management restores normal service operation as quickly as possible and minimizes the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Incident Management helps you achieve service performance that meets Service Level Agreement (SLA), Operation Level Agreement (OLA), and Underpinning Contract (UC) targets. Incident Management enables you to achieve the following results:
- Categorize types of incidents and keep track of their resolution
- Require Incident records to follow a set process
- Define the users who are responsible for an type incident, and automatically notify them incident opens or escalates
- Issue alerts or escalate an incident to properly meet the agreed-upon terms of the service contract
- Post device outages to the SLA application
- Plan outages based on services that could be affected, based on the CIs specified in an incident or change
- Quickly detect and resolve incidents, resulting in lower downtime and higher service availability
Related topics
Incident Management administrator tasks
Incident Management summary link records
Incident Management contract management records
Incident Management and service level agreements
