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 > Problem Management > Problem Management user tasks > Problem investigation and diagnosis > Assign a Problem Management task

Assign a Problem Management task

Part of Workflow(s):

Problem investigation and diagnosis (SO4.3)

Applies to User Roles:

Problem Coordinator

The problem investigation and diagnosis process in Problem Management is aimed at identifying the root cause of a problem. After the Problem Coordinator determines the required skills and resources needed to investigate a problem, the Problem Coordinator creates a task and assigns it to a Problem Analyst that meets the requirements. If there are multiple configuration items (CIs) involved in the problem, the Problem Coordinator should create a separate task for each CI. This allows the Problem Coordinator to assign different specialists or external resources to investigate the problem.

To assign a Problem Management task:

Click Problem Management > Problem Control > Search Problems.
Use search or advanced search to find one or more records. The search criteria should include All Open Problems in the View field.
Select the target record.

Note: You can only open a task for problem records in the Problem Investigation and Diagnosis phase.
Click More or the More Actions icon, and then choose Create Task. The Create Problem Management Tasks wizard opens.
Select the Primary CI, or click Fill to choose from the affected configuration items (CIs).
Click Finish. Problem Management populates the task form with available information from the problem record.
Add the following information to the task:
- Due Date
- Assignment Group
- Assignee: Select a Problem Analyst from the record list.
- Description
Click Save & Exit. Service Manager updates task records with related record information as updates occur.

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