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 resolution > Known error investigation > Test the known error solution

Test the known error solution

Part of Workflow(s):

Known error investigation (SO4.5)

Applies to User Roles:

Problem Analyst

One of the tasks of the Problem Analyst is to review and test the proposed solution listed in the known error task. This test validates the proposed solution for this known error. If this test is successful, the Problem Coordinator documents the solution in the known error record.

To update a tested workaround (or solution):

Click Problem Management > Known Error Tasks > Known Error Task Queue or view your To Do list.
View and identify any known error tasks with a proposed solution that can be tested.
Test the proposed solution described in the Workaround field in the Details section, using a test environment that is as close as possible to the production environment.
Document the test results and other current activities.

In the Workaround field of the Details section, type the date and details of your test results and findings. The Problem Coordinator uses these results to update the known error record.

Note: Notify the Problem Coordinator of the test results. If the test is successful, the Problem Coordinator validates the test results and makes additional determinations. If the test fails, the Problem Coordinator escalates the problem to the Problem Manager. The Problem Manager then determines the resources and skills needed to diagnose the problem.
In the Activities section, select the applicable update type from the New Update Type field list and add helpful notes about current activities in the New Update field. Include your time spent during the test.
Click Close Task.

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