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 Management phases

Problem Management phases are the activities in the life cycle of a problem. The out-of-box Information Technology Infrastructure Library (ITIL) workflow category matches the best practice recommendations of ITIL. The following table shows the ITIL process and the out-of-box ITSMA Service Management process.

ITIL activity	ITIL workflow	Service Management phases
Problem Control	Problem Identification	Logging
	Problem Classification	Categorization
	Problem Investigation	Investigation
	Problem Resolution	Resolution, Review
Error Control	Error Identification	Logging
	Error Assessment
	Error Resolution
	Close Error	Closure

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