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 administrator tasks > Update multiple problem, task, or known error records

Update multiple problem, task, or known error records

**Applies to User Roles:**
System Administrator

You can use mass update to update a value in one or more fields for multiple problem, task, or known error records. For example, if you want to update multiple high priority problem records, select the high priority view of the Problem queue. The value you enter for a particular field becomes the value for that field for all the records you select for the mass update.

Note The following procedures are examples for updating multiple problem records. The same procedures apply to tasks and known errors also, except for minor changes in steps 1 and 2.

To update multiple problem records, using Mass Update:

Click Problem Management > Problem Control > Search Problems.
Select the View list of problem records you want to update. For example, select High Priority Problems to update multiple high priority problem records.
Use search or advanced search to find one or more records.
Select the individual records that you want to include in the mass update.
Click Mass Update.
Update the fields to be included in the mass update:
- Double-click the field you want to update, and then type the value for the field in the text box or use the Fill feature to display a list of potential values for the field.
- Click Next.
- Continue updating the fields you want included in the mass update.
- Click Next after each update.
- In the Activities section, document what was included in the mass update. When the mass update is complete, these notes display in Journal Updates in the Activities section.
Click Execute. Mass update starts, and then displays each problem number as it is updated.
If a problem record cannot be included in the mass update, you can choose to:
- Retry: Retry the mass update.
- Skip: Skip the record to exclude it from the mass update and continue with the next record.
- End: End this mass update, and retry it later.

To update multiple problem records, using Complex Update:

Click Problem Management > Problem Control > Search Problems.
Select the View list of problem records you want to update. For example, select High Priority Problems to update multiple high priority problem records.
Use search or advanced search to find one or more records.
Click Mass Update.
Click Complex Update.
Follow the instructions in the complex update form and type the expressions in the Instructions to be executed ONCE at the beginning of mass add/update field and the Instructions for action on EACH RECORD field.
Click Execute.
If a record cannot be included in the complex update, you can choose to:
- Bypass: Bypass this invalid message and include the record in the complex update.
- Skip: Skip this record to exclude it from the complex update and continue with the next record.
- End: End this complex update, and retry it later.

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