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 administrator tasks > Problem Management categories

Problem Management categories

A Problem Management category is an administrative tool that assigns a pre-defined workflow to a problem record. Each new category that you define gives you the opportunity to design a different workflow for a problem record.

Problem Management has a single out-of-box category for problem and known error records: ITIL. The ITIL category ensures that the problem workflow automatically conforms to the Information Technology Infrastructure Library (ITIL) workflow. If you are ITIL-compliant, do not change the default category in the Environment record.

You can define new categories with unique phases, or you can make changes to the ITIL category phases to match your business needs. First define a new category, then change the Problem Management Environment record to point to that category.

Task categories

You can also define unique task categories for the tasks that you assign from a problem record. Problem Management has a single out-of-box task category named Default. You can change it or add other task categories.

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