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 roles > Problem Manager

Problem Manager

The Problem Manager user role has the following responsibilities:

Prioritize and plan problems registered by the Problem Coordinators.
Communicate with stakeholders if required.
Inform the Change Manager if required.
Defer problems if needed.
Decide on investigation of known errors.
Register Request for Changes or Service Requests to solve known errors.
Conduct problem review and document lessons learned.
Close problem and inform stakeholders.
Monitor the Problem and Known Error Resolution progress and perform required action.

To execute this role, the Problem Manager has following tasks available:

Note: For an overview of how these tasks fit in the Problem Management workflow, see Problem Management workflows and user tasks

ITIL workflow:	Task:
	Problem Management views
Problem detection, logging, and categorization (SO4.1)	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 Close a problem task Document the root cause Open a known error Open a Problem Management task
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
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
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 problem Create a new problem from a problem record View records related to a problem

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