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 > Problem Control overview > Documenting the root cause

Documenting the root cause

The root cause is the reason why the problem exists. Identifying and documenting the root cause leads to a workaround and known error status. Identifying the root cause also formally stores this information in the database for future reference. The following table shows a sample problem and different root causes that affect the workaround and final solution.

Problem	Root Cause
ITSMA Service Management upgrade fails	User error. The user did not uninstall the previous version first.
ITSMA Service Management upgrade fails	Training required. The user did not know that the client version must be the same as the server version.
ITSMA Service Management upgrade fails	Configuration Item error. The operating system is not supported.

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