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 |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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 |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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- Problem Management overview
- Problem Management implementation
- Proactive and reactive Problem Management
- Using mass update with record lists in Problem Management
- Incident Management relationship
- Change Management relationship
- Priority, impact, and urgency
- Problem Management users
- Problem Management phases
- Problem Management assignment groups
- Problem Management Macro List Editor
- Problem Management tables
- Problem Management link records
- Problem Management and Service Level Management
- Escalation and Notification
- Historical problem records
- Incident trending for problem identification
- Integration
- Known Error
- Problem record data model
- Problem prioritization
- Problem records creation
- Problem workarounds
- Logs of problem record updates
Proactive and reactive Problem Management
Service Manager Problem Management provides a lifecycle approach to managing problems that is integrated with other modules of Service Manager, including Incident Management, Change Management, Release Management, and Knowledge Management. It consists of reactive and proactive approaches to managing problems:
- Reactive Problem Management, which is generally executed as part of Service Operation based on incident history.
- Proactive Problem Management, which is initiated in Service Operation, but generally driven as part of Continual Service Improvement.
Problem Management is the process responsible for managing the lifecycle of all problems. Incident Management and Problem Management are separate processes although they are closely linked. Incident Management focuses on the restoration of service to users, whereas Problem Management focuses on identifying and removing the causes of incidents.
Problem Management includes the activities required to diagnose the root cause of incidents and to determine the resolution to related problems. It is also responsible for ensuring that the resolution is implemented through the appropriate control procedures, especially Change Management and Release Management.
Problem Management also maintains information about problems and the appropriate workarounds and resolutions, which helps the organization to reduce the number and impact of incidents over time. In this respect, Problem Management has a strong interface with Knowledge Management, and tools such as the Known Error Database are used for both.
Problem Management provides improved service quality and reliability. The number of recurring incidents should decrease as you increase the number of permanent solutions. As your Problem Management system matures, the amount of elapsed time in the find-to-fix ratio should decrease.
Related topics
Problem Management overview
Problem Management implementation
Incident Management relationship
Change Management relationship
Priority, impact, and urgency
