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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 Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".

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.

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	`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

Problem Management workflows and user tasks

Use > Problem Management > Problem Management workflows and user tasks > Document the root cause

Document the root cause

Part of Workflow(s):

Problem Management: Investigation

Applies to User Roles:

Problem Coordinator

Problem Manager

When a root cause has been identified for a problem record, you can document the root cause in the problem record and add other necessary and helpful information.

To document the root cause of a problem, follow these steps:

Click Problem Management > Search Problems.
Use search or advanced search to find one or more records.
Select the record to be updated.
Select the Investigation and Resolution tab.
In the Root Cause field, type the root cause information.
In the Expected Root Cause Identified Date field, select a target identification date.
In the Activities tab, click the New Update Type field list and select the applicable update type.
In the New Update field, type notes to include your current activity update.
Click Save & Exit.

Click here to show or hide links to related topics.

Related concepts

Phase 2: Categorization
Problems with multiple Configuration Items
Example: Search for a record

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