Problem Management input and output

This table describes how problems are created and the possible output of the Problem Management process.

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)`

Input sources	Output
Notification from a supplier or product manager that a problem exists. For example, a notification from a development team or a supplier of a known error in a database. Potential security breaches in products that you deploy in the IT environment. For example, products from suppliers or security analysts. Incident Management Incidents classified as problem candidates. Trend analysis and review of closed incidents that were resolved with a workaround. Incident trend and summary reports. Incidents with unknown causes or incidents that are likely to recur (from incident Management). Incidents that reveal an underlying problem. For example, an application error or defect. Change Management RFC and change request status, approval and closure. Configuration Management Configuration details and service model relationships. Event Management Trend analysis and review of events. For example, event performance. Error logs. Security Management Notification that potential security breaches require intervention.	Problems Known errors Workarounds Problem reports (for example, status updates, trends, and performance) Note Those who are affected, or those who are required to support the affected services, need to receive information about workarounds, permanent fixes, and problem progress.

Input sources

Output

Notification from a supplier or product manager that a problem exists. For example, a notification from a development team or a supplier of a known error in a database.
Potential security breaches in products that you deploy in the IT environment. For example, products from suppliers or security analysts.
Incident Management
- Incidents classified as problem candidates.
- Trend analysis and review of closed incidents that were resolved with a workaround.
- Incident trend and summary reports.
- Incidents with unknown causes or incidents that are likely to recur (from incident Management).
- Incidents that reveal an underlying problem. For example, an application error or defect.
Change Management
- RFC and change request status, approval and closure.
Configuration Management
- Configuration details and service model relationships.
Event Management
- Trend analysis and review of events. For example, event performance.
- Error logs.
Security Management
- Notification that potential security breaches require intervention.

Problems
Known errors
Workarounds
Problem reports
(for example, status updates, trends, and performance)

Note Those who are affected, or those who are required to support the affected services, need to receive information about workarounds, permanent fixes, and problem progress.