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 investigation > Investigate and diagnose a known error task

Investigate and diagnose a known error task

Part of Workflow(s):

Known error investigation (SO4.5)

Applies to User Roles:

Problem Analyst

Problem Coordinators assign known error tasks to the Problem Analyst who has the required skills and resources to investigate a workaround or proposed solution for the task. The Problem Analyst is expected to take the information provided in the task to investigate the issue and determine if the workaround will fix the problem.

To work with a current known error task:

Click Problem Management > Known Error Tasks > Known Error Task Queue or view your To Do list.
Select the target record. You can see the description of the problem, due date, workaround, impact, urgency, and other details provided in the task.
In the Status field, update the status to Work In Progress.
Depending on the priority and impact of the known error, you may want to focus on defining a temporary fix that can be proposed or implemented within a short time frame. If you determine that the temporary fix must be implemented through a change request, document this in the testing results.
If the workaround does not fix the problem, open the Activities section to document your activities.
1. In the New Update Type field list, select the applicable update type.
2. In the New Updatefield, document what you did while trying to implement the workaround and how it failed. If you have suggestions for further investigation, document them. Include your time spent during the investigation.
3. Notify the Problem Coordinator that the workaround failed so the coordinator can determine what other resources and skills are required to further diagnose the problem.
4. Click Close Task.
If you determine the workaround fixes the problem, document your workaround in the Activities section:
1. In the New Update Typefield list, select the applicable update type.
2. In theNew Update field, add notes to document what you did to apply the workaround. Make sure you include detailed steps on how the workaround should be implemented to fix the problem. If there are any risks involved when applying the workaround, note those as well. If you have additional information, such as configuration items affected, costs or additional costs, and resources needed, add those details here. Include your time spent during the investigation.
Click Save & Exit.
Test your workaround, and then document those results in your known error task.

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