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 detection, logging, and categorization > Create a new problem from an incident

Create a new problem from an incident

Applies to User Roles:

Problem Coordinator

When you create a problem record from an incident, Service Manager automatically associates the incident record to the problem record. Every time someone associates another incident to this problem, Service Manager updates the incident count for the problem. The more related incidents a problem has, the greater the impact the problem has on an organization and the higher priority it should have.

Note By default, problem record identification numbers have a prefix of PM.

To create a new problem record based on an existing incident record, follow these steps:

Click Problem Management > Problem > Search Problems.
Use search or advanced search to find one or more records. Specify search criteria to find the incidents that you want to make new problems for.
Select an incident from the record list.
Click More or the More Actions icon and select Related > Problems > Open. Service Manager creates a new problem record and automatically fills in the assignment, affected configuration item, and categorization information from the incident record.
Fill out the remainder of the problem record as needed.
Click Save.

Send Help Center feedback