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 > Error identification

Error identification

The first phase of Error Control captures all information about the known error. A known error is the usual result of completing the last phase of problem Control.

An internal organization, such as Development or Customer Support may identify known errors, but the primary record must be the problem record, which becomes the parent of the known error record. For example, Development might notice a known error when performing current or new development activities such as upgrades, enhancements, or technology acquisitions. The first step is to open the problem record, then step through the problem Control phases before opening an associated known error record. The known error is verified during the Error identification phase.

When a known error evolves from problem Control phases, the known error has an identified root cause and a workaround, or an explanation of why root cause and workaround information does not apply.

Send Help Center feedback