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 overview > Problem Management phases > Problem Control overview > Phase 1: Problem identification and classification

Phase 1: Problem identification and classification

Input to the problem identification activity comes from two sources, incident Management and proactive Problem Management. When an incident does not match existing problems or known errors, incident Management passes the information to problem Control. Opening a new problem record stores the relevant details in the rootcause table.

After you create the problem record, the problem classification process begins. Classification identifies relationships, urgency, assesses the impact on the customer's business service, determines priority, and assigns the problem to a specialist or support group. Problem classification is an important activity because it identifies the relationships that the problem has with other services provided, and assesses the amount of effort required to research the problem and recover from it.

Send Help Center feedback