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 solution acceptance > Open a change request from a known error record

Open a change request from a known error record

Part of Workflow(s):

Known error solution acceptance (SO4.6)

Applies to User Roles:

Problem Manager

When you have validated a solution to a known error problem and determined that the required approach can be resolved with a change request, do the following:

Click Problem Management > Error Control > Search Known Errors.
Use search or advanced search to find one or more records.
Select a known error record in the Known Error Solution Acceptance phase from the record list.
Click More or the More Actions icon and select Open Related Change. A change form opens with a Change ID number assigned to it and some required information from the known error record.
Type a Title and Description in the change record.
Click Fill in the required fields, such as the Initiated by and Assignment Group fields, and then choose the applicable information. When the Assignment Group is chosen, the Change Coordinator is automatically assigned for that group.
Click Save. A message displays, stating that the change logging phase has been opened. You can contact the Change Coordinator to inform him about the request to resolve a known error. The change record is also linked to the known error record and can be viewed in the Related Records section of the known error record.
Click Cancel to go back to the known error record to update the phase and the current activities of the record.
- Locate the record in the list of records.
- Click Next Phase to advance the phase of the record to Known error resolution.
- In the Activities section, select the Prepare change or request update type in theNew Update Type field.
- In the New Update field, type notes to add helpful information.
Click Save & Exit.

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