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 > Open a known error task

Open a known error task

Part of Workflow(s):

Known error logging and categorization (SO4.4)

Applies to User Roles:

Problem Coordinator

Problem Manager

When a problem is prioritized and the investigation and resolution activities are planned (such as deadlines for the root cause analysis, solution investigation, and resolution target dates), you can create the tasks for investigating, diagnosing, and testing a workaround.

To open (or create) a known error task:

Click Problem Management > Error Control > Search Known Errors.
Use search or advanced search to find one or more records. To search for known error records in the investigation phase, select Known error investigation in the Phase field.
Select the target record.

Note: You cannot open a task unless the current phase for the known error record is Known error investigation.
Click More or the More Actions icon and select Create Task. The New Known Error Task form opens.
The Primary CI field is prepopulated with information from the known error record. If you want to update this field, clear the field, and then click Fill to choose from the affected configuration items (CIs).
Add the following information to the task:
- Due Date
- Assignment Group
- Assignee: Select a Problem Coordinator for the assignment group selected.
Note: Most fields have been prepopulated with information from the known error record.
Click Save & Exit. Service Manager updates task records with related record information as updates occur.

Send Help Center feedback