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 and known error monitoring > Reassign a problem for additional support

Reassign a problem for additional support

Part of Workflow(s):

Problem and known error monitoring (SO4.9)

Applies to User Roles:

Problem Manager

After the Problem Manager has reviewed the outstanding problems and known error records and determined that the action needed is to escalate the problem for further investigation, the Problem Manager reassigns the problem record to another level of support.

To reassign a problem record:

Click Problem Management > Problem Control > Search Problems
Use search or advanced search to find one or more records. If you searched for a specific problem ID, the problem record you specified opens. Otherwise a list of problem records opens.
Double-click the problem record you want to reassign.
Click Prior Phase to change the phase back to Problem Investigation and Diagnosis.
Update the Status to Open.
Clear the assignment group in the Assignment Group field, and then click Fill to select a new assignment group.
Clear the Problem Coordinator in the Problem Coordinator field, and then click Fill to select the Problem Coordinator for the new assignment group.
In the Activities section, click the New Update Type field list and select the applicable update type.
In the New Update field, type notes to include your current activity update.
Click Save & Exit.

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