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 > Defer a problem

Defer a problem

Part of Workflow(s):

Problem prioritization and planning (SO4.2)

Known error resolution (SO4.7)

Applies to User Roles:

Problem Coordinator

Problem Manager

If you want to defer a problem, you must specify the reason for deferral. For example, if after investigation you decide to delay scheduling a problem for resolution, you can defer it. Or, if the Problem Analyst was unable to successfully test and validate a fix and you want to continue investigating a solution, you can defer the problem. You can later finalize how to handle the problem when you review deferred problems.

To defer 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 defer.
In the Status field list, select Deferred.
In the Activities section, select the applicable update type from the New Update Type field list.
In the New Update field, type the reason for the deferral.
Click Save & Exit.

Note: Make sure you update the status of the problem during your regularly-scheduled review of deferred problems.

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