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 > Associating incidents and changes with problems > Create a new problem from a problem record

Create a new problem from a problem record

Part of Workflow(s):

All

Applies to User Roles:

Problem Coordinator

Problem Manager

There are times when you may need to open a new problem from an existing problem record. Whether a periodic review of incident trend analysis or as part of an organization's preventive or scheduled maintenance, you can open a related problem record that will be associated with the existing problem record.

To open a new problem from an existing problem record:

Click Problem Management > Problem Control > Search Problems.
Use search or advanced search to find one or more records.
Select a target problem record.
Click More or the More Actions icon and select Related > Problems > Open. A New Problem form opens.
Add the following required information:
- Assignment Group: Click Fill to choose an assignment group.
- Service and Primary Configuration Item: Click Fill to choose from the affected configuration Items (CIs).
- Title of the problem record.
- Description of the problem.
- In the Problem Details section, select an Area and Subarea to describe the area affected by the problem, or click Fill to generate a record list and choose one.
- Impact: For example, whether the problem is affecting the enterprise or a single user.
- Urgency: For example, whether the problem is critical or average.
Click Save & Exit. You are returned to the existing problem record. A message displays, stating that the existing problem record ID has been associated with the new problem and the new problem ID number.
In the Activities section of the existing problem record, document current activities. In the New Update Type field, select the applicable update type.
In the New Update field, type notes to explain the new open problem and any other current activity information.
Click Save & Exit.

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