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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- Problem Management overview
- Problem Management implementation
- Proactive and reactive Problem Management
- Using mass update with record lists in Problem Management
- Incident Management relationship
- Change Management relationship
- Priority, impact, and urgency
- Problem Management users
- Problem Management phases
- Problem Management assignment groups
- Problem Management Macro List Editor
- Problem Management tables
- Problem Management link records
- Problem Management and Service Level Management
- Escalation and Notification
- Historical problem records
- Incident trending for problem identification
- Integration
- Known Error
- Problem record data model
- Problem prioritization
- Problem records creation
- Problem workarounds
- Logs of problem record updates
Problem prioritization
Problem records include fields to capture impact and urgency codes. Urgency can be automatically or manually populated based on the Category of the Problem record. Impact is populated manually or could be related to other information in the problem record such as the related service or CIs. Service Manageruses these values to automatically derive the priority of the record.
Problem prioritization based on associated records
Using the related records function in Service Manager, operators may increase the severity of a Problem. Service Manager can also be configured to increase the severity or impact rating of a Problem record based on the number of linked Incident records or the number of the affected end users .
