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 workflows and user tasks

Problem Management workflows and user tasks

The Problem Management process includes the activities required to identify and classify problems, to diagnose the root cause of incidents, and to determine the resolution to related problems. It is responsible for ensuring that the resolution is implemented through the appropriate control processes, such as Change Management.

The Problem Management process consists of the following workflows and user tasks.

ITIL workflow:	Task:
	Problem Management views
Problem detection, logging, and categorization (SO4.1)	Find problem candidates Review incidents Create a new problem from an incident Create a new problem not based on an incident Associate a problem with an existing incident Update a problem
Problem prioritization and planning (SO4.2)	Evaluate a problem Schedule a problem Close a problem that will not be fixed Defer a problem Review deferred problems
Problem investigation and diagnosis (SO4.3)	Access the knowledgebase Associate a problem with an existing known error Assign a Problem Management task Close a problem task Document the root cause Investigate and diagnose a Problem Management task Open a known error Open a Problem Management task Test the workaround
Known error logging and categorization (SO4.4)	Open a known error Document the workaround
Known error investigation (SO4.5)	Open a known error task Assign a known error task Close a known error task Update a known error Update a problem Investigate and diagnose a known error task Test the known error solution
Known error solution acceptance (SO4.6)	Assign a known error record to schedule a fix Defer a known error and the related problem Open a service request for a known error record Open a change request from a known error record
Known error resolution (SO4.7)	Assign a known error task Close a known error Close a known error task Defer a problem Update a problem
Problem closure and review (SO4.8)	Close a problem Update a problem Reopen a problem Reopen a known error
Problem and known error monitoring (SO4.9)	Close a known error Close a problem Reassign a problem for additional support Review deferred problems Schedule a problem Set a reminder for a problem record Update a problem View records related to a problem
Associating incidents and changes with problems	Associate a problem with an existing incident Associate a problem with an existing problem Create a new problem from a problem record View records related to an incident View records related to a problem

To see more workflow diagrams and more information about this process, refer to the HPE Service Manager Processes and Best Practices Guide linked to in the related topics.

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