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 > Review deferred problems

Review deferred problems

Part of Workflow(s):

Problem Management: Categorization

Problem Management: Investigation

Applies to User Roles:

Problem Manager

You should periodically review problems that are deferred to determine whether additional actions are required. As you evaluate these problems, you can determine if they should be deferred again, reassigned for further investigation, or closed if the problem is no longer relevant.

To review deferred problems:

Click Problem Management > Search Problems.
Use search or advanced search to find one or more records. You can refine your search by selecting Deferred in the Status field.
Double-click the problem record you want to review.
If necessary, discuss the problem with stakeholders to determine the current answers to the following questions:
- What is the priority of resolving this problem?
  - Update the Impact, if necessary.
  - Update the Urgency, if necessary.
- Is this problem correctly documented? If the problem is not correctly documented, update the problem documentation.
- Does the problem need further investigation?
  - If the problem is still relevant, the problem retains a Deferred status, and you schedule it for investigation at a later date.
  - If the problem is no longer relevant, you close the problem record.
In the Activities tab, click the New Update Type drop-down list, and then select the update type.
In the New Update field, type notes to update information about the current activity.
Click Save & Exit.
If you determine that you can close the problem record, follow these steps:
1. Click Close in the taskbar, confirm that the subcategory and area are correct, and then select an applicable closure code.
2. Click Finish to close the problem.

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