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
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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
Integration
Service ManagerProblem Management is fully integrated with other Service Managermodules such as Change Management, Incident Management, Configuration Management, and Knowledge Management.
Integration: Change Management
Service ManagerProblem Management and Change Management modules are fully integrated, so Known Error records can be linked to Change requests. When a Change request is created from a Known Error record, the link is established automatically. Links between the existing records can also be created manually. Links are referenced in each linked record.
Integration: CMDB
Each Problem Record includes links to all related/affected CIs. The user can drill down into any CI record to view its CMDB definition (as appropriate for the user based on user roles and security restrictions). Important information such as CI relationship and impact analysis is greatly aided by this integration.
Integration: Configuration Management
Each Problem record references the primary CI that is the subject of the Problem record, as well as other affected CI records.
Authorized users can access CI records from the Problem record to gather additional information on the subject CIs. Authorized users can also directly access the Configuration Management module (the Service Manager CMDB) to gather Problem Management related information through direct record access or queries.
Integration: Incident Management
Service Managerprovides separate modules for creating and tracking Incident records and Problem records, but you can link the records from these modules. You can open Problem records from Incident records (and vice versa), and Service Manager automatically copies all relevant information from the source record to the target record and links the records. You can also link the records manually, or link multiple records from one module to multiple records from the other module. Links between records are referenced in linked record.
Integration: Knowledge Management
Problem information can be promoted to Service Manager Knowledge Management module; when you search for potential resolutions in Knowledge Management, you can find applicable workarounds from Problem records.
Service Manager Knowledge Management module is a fully integrated solution for knowledge-management support. It supports Knowledge-Centered Support (KCS) standards and guidelines by providing a natural language search engine and rich-text authoring tools that enable you to search, update, and author knowledge articles.
Knowledge Management integrates with Interaction, Incident, and Problem records so that you are able to search for and use knowledge from the existing Incidents or Problems while attempting to resolve a new Incident or Problem, or to create new knowledge. You can also use the rich-text editor to include image files and document files of various types as attachments that can be linked to other documents or included as part of an existing document.
