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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Scenario 12
The Central IT detects and solves an Incident, and sends the Incident to the Line of Business.
Scenario description:
In this scenario, the Central IT creates and solves an Incident, which affects the Line of Business. The Central IT sends the Incident to the Lind of Business for informational purposes. The Line of Business confirms the resolution of the Incident.
Action | Description |
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1 New Incident | The Central IT creates a new Incident and forward the Incident to the Line of Business. |
2 Solved | The Central IT solves the Incident and sends a Solved update to the Line of Business. |
3 Closed | Service Desk confirms the solution to close the Incident. |
Background | |
Updates | Updates in any of the systems are transferred to the other side. |
Acknowledge | Each time data is transferred, an Acknowledgment has to happen. |