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 and known error monitoring > Close a known error

Close a known error

Part of Workflow(s):

Known error resolution (SO4.7)

Problem and known error monitoring (SO4.9)

Applies to User Roles:

Problem Analyst

Problem Coordinator

Problem Manager

After you verify that a known error meets the closure conditions, you can close the known error. For example, when the Problem Coordinator receives notification from the Change Management process that a solution is successfully implemented and verifies that the known error is resolved, the known error record can be closed.

To update and close a known error:

Click Problem Management > Error Control > Search Known Errors.
Use search or advanced search to find one or more records.
Double-click the known error record that you want to update and close.
In the Activities section, select the applicable update type in the New Update Type field.
In the New Update field, type current activity update notes.
Click Save.
Click Close Known Error. The status changes to Closed.

Note: When you close a known error record, Service Manager does not automatically prompt you to open a change request. They are independent activities.

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