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 investigation and diagnosis > Document the root cause

Document the root cause

Part of Workflow(s):

Problem investigation and diagnosis (SO4.3)

Applies to User Roles:

Problem Coordinator

Problem Manager

When a root cause has been identified for a problem record, you can document the root cause in the problem record and add other necessary and helpful information.

To document the root cause of a problem:

Click Problem Management > Problem Control > Search Problems.
Use search or advanced search to find one or more records.
Select the record to be updated.
In the Root Cause Description field, type the root cause information.
In the Root Cause Identified Date field, select a target identified date.
In the Solution Identified Date field, select a target identified date.
In the Problem Resolution Date field, select a target identified date.
In the Activities section:
- Select an applicable update code in the New Update Type field.
- Type notes in the New Update field.
Click Save & Exit.

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