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 resolution > Known error resolution > Close a known error task

Close a known error task

Part of Workflow(s):

Known error logging and categorization (SO4.4)

Known error investigation (SO4.5)

Applies to User Roles:

Problem Analyst

Problem Coordinator

Problem Manager

After someone has validated a workaround or applied and tested a solution for a problem, the Problem Analyst documents the results of those operations in the Activities section and closes the task.

Note: If you are using a change request or service request to implement a solution, then those processes execute the actual deployment.

To update and close a known error task:

Click Problem Management > Known Error Tasks > Search Known Error Tasks.
Use search or advanced search to find one or more records.
Double-click the known error task that you want to update and close.
Document your findings in the Activities section.
- In the New Update Typefield, select the applicable update type.
- In the New Updatefield, type a description of the test results. It is a best practice to include how much time you spent on the task.
If the solution fails, notify the Problem Coordinator of the test results. The Problem Coordinator documents the test results in the problem record, and then determines the next steps for this investigation to fix the problem.
Click Close Task.

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