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 problem

Close a problem

Part of Workflow(s):

Problem and known error monitoring (SO4.9)

Applies to User Roles:

The Problem Analyst verifies that all related known errors are closed or resolved before closing the problem record. The Problem Analyst then consults with the Problem Manager to determine if a problem review and problem report are required. If a review is required, the Problem Manager documents the results of the review as part of the problem report. As part of the problem closure and review process, the phase of the problem record is updated to Problem Closure and Review. When the review is complete, the problem is closed with the applicable closure code.

To close a problem:

Click Problem Management > Problem Control > Search Problems.
Use search or advanced search to find one or more records.
Double-click the problem record that you want to close.
Click Next Phase to change the phase to Problem Closure and Review.
In the Activities section, select the applicable update type in the New Update Type field.
Type the current activity update in the New Updatefield, .
Click Save.
In the Closure Codefield, select the applicable code.
Click Close Problem. The status changes to Closed.

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