Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Search for | Example | Results |
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A single word | cat
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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 |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that do not contain a specific word or phrase |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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Document the workaround
Part of Workflow(s):
Problem investigation and diagnosis (SO4.3)
Known error logging and categorization (SO4.4)
Applies to User Roles:
A workaround is a temporary solution to a problem. It might be a strategy that diverts your work flow around the affected configuration item or changes the service temporarily until the problem is resolved. For example, the workaround for a planned maintenance outage on printer A is to create a temporary connection to printer B. The additional number of users for printer B will increase the workload beyond normal levels, but the users for printer A can continue working until it returns to full service.
When the workaround is documented by the assigned Problem Analyst or Problem Coordinator, it also becomes the workaround in the known error record. Once the workaround is validated, you should inform the affected stakeholders.
When a workaround description is entered and saved in a problem record, Problem Management automatically records the workaround information in the related incident, if the incident is still open.
To document a workaround:
- Click Problem Management > Problem Control > Search Problems.
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Use search or advanced search to find one or more records.
- Select the record to update.
- In the Suggested Workaround field, type the workaround.
- In the Activities section, select the applicable update type in the New Update Type field.
- In the Activities section, type update notes in the New Update field.
- Click Save & Exit.
Related concepts
Phase 2: Problem investigation and diagnosis
Documenting the root cause
Problems with multiple Configuration Items
Problem resolution and closure
Search for a record
Related tasks
Assign a Problem Management task
Associate a problem with an existing known error
Close a problem task
Document the root cause
Investigate and diagnose a Problem Management task
Open a known error
Test the workaround
Related references
Known error logging and categorization (SO4.4)
Problem investigation and diagnosis (SO4.3)
We welcome your comments!
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