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 > Open a Problem Management task

Open a Problem Management task

Part of Workflow(s):

Problem investigation and diagnosis (SO4.3)

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 Problem Management task:

Click Problem Management > Problem Control > Search Problems.
Use search or advanced search to find one or more records.
Select the target record.

Note: You cannot open a task unless the current phase for the record is Problem Investigation and Diagnosis.
Click More or the More Actions icon and select Create Task. The Create Problem Management Tasks wizard opens.
Select the Primary Configuration Item, or click Fill to choose from the affected configuration items (CIs).
Click Finish. Problem Management populates the task form with available information from the problem record.
Add the following information to the task:
- Assignment Group
- Assignee: Select a Problem Analyst from the record list of operators.
- Description
Click Save. A message displays, stating that the Problem Management task with the assigned number has been opened.
Click Save & Exit. Service Manager updates task records with related record information as updates occur.

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