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 investigation and diagnosis > Test the workaround

Test the workaround

Part of Workflow(s):

Problem investigation and diagnosis (SO4.3)

Applies to User Roles:

One of the tasks of the Problem Analyst is to review and test the workaround identified and documented in the problem task. These tests help to validate the suitability for resolving related incidents. When the test is successful, the Problem Coordinator documents the workaround in the problem record and creates a known error record.

To update tested workarounds:

Click Problem Management > Problem Tasks > Problem Task Queue or view your To Do list.
View and identify any problem tasks whose workaround can be tested.
Test the workaround described in the Activities section, using a test environment that mimics the production environment.
When the workaround fails:

Document your activities in the Activities section.
- Select the applicable update code from the New Update Type field list.
- Add notes to the New Update field with the results of your testing. If applicable, document the reasons a root cause is not found. Include your time spent during the investigation.
  Note: Notify the Problem Coordinator of the test results who then escalates the problem to the Problem Manager. The Problem Manager determines other resources and skills required to diagnose the problem.
When the workaround is successful and has been validated:

Document your findings in the Activities section.
- Select the applicable update type from New Update Type field list.
- In the New Update field, type a description of the test results.
  
  Note: Notify the Problem Coordinator of the test results. The Problem Coordinator validates the test results and makes additional determinations, such as whether the root cause is related to an outstanding known error, and then creates a new known error.
Click Close Task.

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