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". |
|
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 |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
How to create a problem record
Problem records are where you collect detailed information about problems. When you create and resolve problem records, you can help to provide permanent solutions that prevent incident recurrence.
-
From the main menu, select Run > Problem. Click New. Service Management displays the New problem form. Service Management does not assign a problem ID until you save the record.
-
Complete the General details section.
This section contains basic information about the problem that helps to accelerate resolution. The title and symptoms become resource information when you search for similar problems and potential solutions. The more detail that you provide, the easier it is to match new problems with resolved problems.
Field Description Title A title for the problem.
Best practice: Choose a meaningful, descriptive, and relatively short title. Titles are often the only identification used in selection lists and in other areas to identify components.
Symptoms The symptoms of the problem.
Tip: Be as specific and detailed as possible. You should include any information that helps a user understand the nature and detail of the problem.
Example: Include error messages, how often the problem happens, and so on.
Urgency How important the issue is for the customer. Service Management uses the urgency value to calculate the priority of the problem.
Category The category of the problem. Service Management uses the category to classify problem records.
Example: Select Hardware.
Service The service affected by the problem.
Services are usually related to one of the following:
-
Infrastructure. For example, database or network services.
-
Business services. For example, email or a web portal.
-
-
Click Save.
Related topics
