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 > Associate a problem with an existing known error

Associate a problem with an existing known error

Part of Workflow(s):

Problem investigation and diagnosis (SO4.3)

Applies to User Roles:

Problem Coordinator

Problem Manager

A known error is an issue for which a root cause (the underlying cause of a problem, or one or more incidents) has been diagnosed and a solution or workaround has been determined. If you determine that a problem was caused by an existing known error, you should link the known error to the current problem record. It is important to link the problem with the existing known error so you can determine the impact of the problem in your organization.

To associate a problem with an existing known error:

Click Problem Management > Problem Control > Search problems.
Use search or advanced search to find one or more records.
Select a problem from the record list.
Click More or the More Actions icon and select Related > Known Errors > Associate.
Specify the known error number or click Search to view the known error search form.
Add optional filtering criteria, and then click Search again to display a known error record list.
Double-click the known error record you want to associate with the problem record. The known error record ID is displayed.
- Click OK to link the known error record to the problem record.
- Click Cancel to stop the search and exit.
- Click Search to view the known error record search form again. Click Search again to redisplay the known error record list.
Click OK. Problem Management populates the Related Records section with information about the related known error.

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