Search for	Example	Results
A single word	`cat`	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
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Use > Problem Management > Problem Management overview > Problem Management phases > Error Control overview > Phase 1: Logging

Phase 1: Logging

This phase is critical because it is where technical experts study the error to understand it and develop a solution.

Although a known error is the usual result of completing the last phase of Problem Control, an internal organization, such as Development or Customer Support can also identify known errors. For example, Development might notice a known error when performing current or new development activities such as upgrades, enhancements, or technology acquisitions. In this case, Development would Create a new problem record and verify the error during the Error assessment phase.

A permanent solution may require a change to the affected Configuration Item (CI). If this is the case, the error assessment team can open a Request for Change (RFC). ITSMA Service Management enables you to open an RFC from the known error record. It also updates all affected records automatically.

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