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

Create a New Problem

User Roles: Problem Manager, Problem Coordinator

To create a new problem, follow these steps:

Click Problem Management > Create New Problem.
Select a problem category for the new problem.
Service Manager displays a new form and populates the following fields based on your previous selections:
- Problem ID
- Category
- Phase
  Additionally, Service Manager populates the following fields with default values:
- Status
- Impact
- Urgency
Complete the form with all of the required information and any additional information.
Click Save.
Service Manager displays a solution matching screen.
If you do not want to link a problem to the new problem or if no matching problems are found, click Continue. To link an existing problem to the new problem, follow these steps:
1. Search for candidate problems by using one of the queries in the Action list. Service Desk includes the following out-of-box queries:
  - Find a problem or known error with a matching configuration item
  - Find a problem or known error with a matching service
  - Find a problem or known error with a matching title
2. In the search results, select the existing problem that you want to link to the new problem, and then click Link Selected Problems.

Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used. Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.

Related concepts

Problem Management Solution Matching

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