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 closure and review > Reopen a problem

Reopen a problem

**Part of Workflow(s):**
Problem closure and review (SO4.8)

**Applies to User Roles:**
Problem Analyst (after record is assigned)
Problem Manager

If a problem is not completely resolved, the Problem Manager reopens the problem record for further investigation.

To reopen a problem:

Click Problem Management > Problem Control > Search Problems.
Use search or advanced search to find one or more records. The default search criteria is for open records. In the Status field, select Closed. If you have the problem record ID number, type the Problem Record ID number in the Problem ID field.
Select the target record to view.
Click Reopen.
Click Prior Phase until the record is at the applicable phase. For example, the Problem Investigation and Diagnosis phase.
In the Activities section, click the New Update Typefield list and select the applicable update type code.
In the New Update field, type a description of the current activities and explain how this problem should be further investigated.
Click Save & Exit.