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 workflows and user tasks

Problem Management workflows and user tasks

The Problem Management process includes the activities required to identify and classify problems, to diagnose the root cause of incidents, and to determine the resolution to related problems. It is responsible for ensuring that the resolution is implemented through the appropriate control processes, such as Change Management.

Problem Management includes the following out-of-box workflows:

Problem Management

The Problem Management workflow is a sequence of connected steps in the life cycle of a support or service request. In the workflow, a Problem record goes through several phases to complete the life cycle.

The Problem Management workflow consists of the following phases and tasks.

Workflow phase	Tasks
Logging	Find problem candidates Review incidents Create a new problem from an incident Create a new problem not based on an incident
Categorization	Associate a problem with an existing incident Update a problem Defer a problem Evaluate a problem Close a problem that will not be fixed Access the knowledgebase Review deferred problems
Investigation	Update a problem Schedule a problem Close a problem that will not be fixed Review deferred problems Access the knowledgebase Document the workaround Reassign a problem for additional support Schedule a problem Set a reminder for a problem record View records related to a problem
Resolution	Update a problem Document the root cause
Review	Close a problem
Closure	None
Abandonment	None

Problem Task

The Problem Task workflow is a sequence of connected steps in the life cycle of a support or service request. In the workflow, a Problem task goes through several phases to complete the life cycle.

The Problem Task workflow consists of the following phases and tasks.

Workflow phase	Tasks
Waiting	Open a Problem Management task
Active	Assign a Problem Management task Investigate and diagnose a Problem Management task Test the workaround
Review	Close a problem task
Closure	None
Cancelled	None

Known Error

The Known Error workflow is a sequence of connected steps in the life cycle of a support or service request. In the workflow, a Known Error goes through a single phase before closure.

The Known Error workflow consists of the following phases and user tasks.

Workflow phase	Tasks
Logging	Open a known error Update a known error Close a known error Assign a known error record to schedule a fix Associate a change request with a known error record
Closure	None

To see more workflow diagrams and more information about these workflows, refer to the ITSMA Service Management Processes and Best Practices Guide linked to in the related topics.

Send Help Center feedback