How to create a duplicate problem link

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)`

When resolving a problem, you search the available records for information that might include potential solutions or workarounds. You also search the available records to see if there is a similar problem. If there is such a problem, you can link the records to help ensure efficient use of resources. If you create such a link, it means that Service Management treats the problem you are working on as abandoned. It also allows you to apply the appropriate solution or workaround to one or more problems, without duplication of effort.

After you select the problem record you want to work on, create a duplicate problem link:

Click Search for Duplicates on the toolbar.

The Search for Duplicates dialog box opens.

The dialog box displays a list of potential duplicate problems. If you select an individual record, Service Management displays the contents of that record in the right pane.
If you want to search for more records, you can use the Search box at the top of the dialog box.

When you have found a suitable record, click Link as duplicate.

A notification appears with a dialog box, asking you to confirm the action.

Click Abandon as "Duplicate".

Click Save.

The duplicate problem appears in the Related records tab of the record, under the heading: This problem depends on.

Note Service Management disables the Search for Duplicates button when the problem record is in a phase that does not have a direct transition to the abandon phase.