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 Manager9.41

Use > Knowledge Management > Knowledge Management administration > Knowledge Management integration > Knowledge Management integration with Problem Management

Knowledge Management integration with Problem Management

The Knowledge Management integration with Problem Management enables users to perform the following tasks:

Search for similar Problems, Incidents, Known Errors, or knowledge documents
Use the resolution from an existing resolved issue in a knowledgebase as a solution for the problem
Use the information from a problem resolution to create a new knowledge document

When searching for knowledge, Knowledge Management uses the fields mapped in the Integration Mapping function for searches. This mapping specifies the fields and tables to search in the knowledgebases to which a user has access. The user can view each document and then has the option of using one of the resolutions as a resolution to the problem. If the user chooses to use a solution or workaround, the system automatically populates the resolution field in the Problem record.

For example, if in your search you find a Problem record that includes a workaround for the Incident record you are working with, use Use Solution to copy the data from the mapped fields of the rootcause table to insert it into the mapped fields of the Incident record.

Users can also create knowledge to contribute a new knowledge document from a resolved record so that the data in the mapped fields is used in the knowledge document. The field mappings and the document type determine which fields in the knowledge document are populated with data from the resolved record.

Note The Use Solution option is available from knowledge documents, Incident and Interaction knowledge candidates with resolutions, and Known Error and Problem knowledge candidates with workarounds.

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