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 record data model > Problem lifecycle

Problem lifecycle

The ITSMA Service Management Problem Management module implements ITIL processes for problem management. The module helps ensure that standardized methods and procedures are used for all problem investigation activities. Separate workflows are provided for the Problem and Known Error processes. By its out-of-box workflows, Problem Management enables personnel and management to:

Create Problem and Known Error records, assigning a unique number against which all activities can be tracked and reported
Within a Problem and Known Error record, identify the tasks required to determine the root cause of the Problem or resolve the Known Error
Follow, track, and query Problem and Known Error records through their entire lifecycle. Workflow phases identify the logical sequence of the repeatable steps within the problem management lifecycle. There is also a visualization of the current, previous, and potential future phases of the Problem or Known Error.

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