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 > Investigate and diagnose a Problem Management task

Investigate and diagnose a Problem Management task

Part of Workflow(s):

Problem investigation and diagnosis (SO4.3)

Applies to User Roles:

Problem Analyst

A Problem Coordinator will assign a problem task to the Problem Analyst who has the required skills and resources to investigate the problem. The Problem Analyst is then expected to take the information provided in the task to investigate and duplicate the problem, and then find a root cause and determine a workaround for it.

To work with a current problem task:

Click Problem Management > Problem Tasks > Problem Task Queue or view your To Do list.
Select the target record. You can see the description of the problem, due date, category, urgency, and other details provided in the task.
In the Status field, update the status to Work In Progress.
You can begin your investigation, trying to reproduce the problem so that it is clear to you what went wrong. You can also search incident records to see if any might match the problem. For information on associating a problem record with an incident record(s), see the related topics.
When you cannot reproduce the problem, document your activities in the Activities section.
1. In the New Update Type field list, select the applicable update code.
2. In the New Update field, add notes to document what you did while trying to investigate, diagnose, and duplicate the problem. Include your time spent during the investigation.
3. Notify the Problem Coordinator so the coordinator can determine what other resources and skills are required to diagnose the problem.
4. Click Close Task.
When you find the root cause and determine a workaround, document your workaround in the Activities section.
1. In the New Update Type field list, select the applicable update code.
2. In the New Update field, add notes to document what you did to duplicate the problem and type a description of the temporary workaround to fix the problem. Include your time spent during the investigation.
Click Save & Exit.
You will need to test your workaround, and then document the results in your problem task.

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