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 prioritization and planning > Close a problem that will not be fixed

Close a problem that will not be fixed

Part of Workflow(s):

Problem prioritization and planning (SO4.2)

Applies to User Roles:

Problem Coordinator

Problem Manager

If, after investigation, you determine that an open problem is not considered to be a problem by the stakeholders, or it is a duplicate or an invalid problem, you can close it without fixing it.

To close a problem that will not be fixed:

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.
In the Activities section, select the applicable type from the New Update Type field.
In the New Update field, enter the reason this problem will not be fixed.
Click Next Phase several times to change the phase to Problem Closure and Review.
Fill in any required files.
In the Closure Code field, click Fill to select an applicable code.
Click Close Problem.
Click Save & Exit.

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