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 overview > Problem Management phases > Problem Control overview > Advancing a problem to the next phase

Advancing a problem to the next phase

HPE Service Manager identifies the current phase for any problem record in the title of the form. For example, when you create a problem record using the ITIL category, the form label is:

Problem Control - problem Identification and Classification

Each time you advance to a new phase, the form label changes to reflect the new phase name. The form fields change as you need to record additional information for the phase. If necessary, press Ctrl+H to view help for each field.

When you complete any phase within Problem Control (or Error Control), you can advance the problem to the next logical phase within the category. If you follow the out-of-box workflow, you can close a problem only when it is in the last phase of problem Control. If you have a customized problem Control and Error Control progression, the best practice is to complete each phase before you advance to the next one.

To advance to the next phase, click Next Phase on the toolbar.

To return to the last phase, click Prior Phase on the toolbar.

When you complete the last phase in Problem Control, you must open a Known Error record to continue advancing through Error Control.

Send Help Center feedback