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 service request for a known error record

Open a service request for 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 service request, do the following:

Click Problem Management > Error Control > Known Error Queue.
In the Queue field, select Request.The Request Category form is displayed.
Click New, and then choose a category from the list of categories that displays for this service request.
When you select Customer Procurement Requests:
- Select from the Master Catalog, the category of the item you are requesting, and the item(s) you wish to request. A list of the items you selected displays with the total cost.
- Click Submit Request, and then fill in the required fields (such as requested delivery date and reason for request).
- Go to step 7.
When you select Human Resources:
- Select a category.
- Click Submit Request, and then fill in the required fields (such as start date, department, and manager).
- Go to step 7.
When you select Employee Office Move Process:
- Select from the available list of options. You can choose to select defaults and also modify the quantity. A summary list of your selections displays with total cost.
- Click Submit Request, and then fill in the required fields (such as first name, last name, and effective date).
- Go to step 7.
Click Save.

A summary form of the items you requested displays with total cost. You can choose to:
- Cancel your request.
- Add Items to your request.
- Submit Request. A message displays stating a summary of your request with total cost. It also states the request number that is associated with the incident record.
Click Save & Exit.

A message displays the new quote ID number and states that the request quote is in the Manager Approval phase. You can contact the coordinator of the group to inform him of the new service request for the known error record.
Notate the new service request information and update the phase in the known error record.
Locate the known error record, and then update the phase of the record. Click Next Phase to advance the phase to Known Error Resolution.
In the Activities section, select the Prepare change or request update type in the New Update Type field..
In the New Update field, type notes to add the new service request ID number and any other helpful information.
Click Save & Exit.

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