Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
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 |
|
|
Either word in a topic |
|
|
Topics that do not contain a specific word or phrase |
|
|
Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
A combination of search types | ( ) parentheses |
|
- Problem detection, logging, and categorization
- 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
- Add an attachment to a problem
- Open an attachment in a problem
- View the details of an attachment in a problem
- Delete an attachment from a problem
Review incidents
Problem detection, logging, and categorization (SO4.1)
Applies to User Roles:
You should periodically review incidents (whether they have been closed or are currently open) to determine if they are the result of a new problem or if they match an existing problem. Your analysis of incident data may reveal similar or reoccurring incidents, which may indicate a problem. By default, Service Manager requires that all closed incidents not resolved through a permanent fix must be related to a problem. You can match such incidents to existing problems or create a new problem record for them.
To review incidents, follow these steps:
- Open the incident that you want to review.
- Review the details of the incident.
- Determine whether the incident is already related to an existing problem or known error.
- Search for problems and known errors similar to this incident (such as same classification, same CI, or same product or model).
-
If the incident is similar to an existing problem, associate the incident to that problem. You can relate a configuration item (CI) group to the problem or create a new CI group to define the set of CIs that have this problem.
Note The Incident Management staff may have already linked some incidents to existing problems.
Service Manager automatically updates the incident count of a problem record when you associate an incident to it.
- If you cannot find a matching problem or known error, create a new problem record.
Related concepts
Associating incidents and changes with problems
Search for a record
Related tasks
Find problem candidates
View records related to an incident
Create a new problem from an incident
Create a new problem not based on an incident
Associate a problem with an existing incident
Associate a problem with an existing known error
Update a problem
Related references
We welcome your comments!
To open the configured email client on this computer, open an email window.
Otherwise, copy the information below to a web mail client, and send this email to ovdoc-ITSM@hp.com.
Help Topic ID:
Product:
Topic Title:
Feedback: