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 workflows and user tasks > Create a new problem not based on an incident

Create a new problem not based on an incident

Part of Workflow(s):

Problem Management: Logging

Applies to User Roles:

Problem Coordinator

There are times when you may need to create a problem before any incidents have been reported. Typically, such problems arise from periodic reviews of incident trend analysis or from vendor/supplier published issues. You can address these problems as part of an organization's preventive or scheduled maintenance. Should any incidents arise from these problems, you can associate them with the problem after creating it.

Note By default, problem record identification numbers have a prefix of PM.

To create a new problem record not based on an existing incident record, follow these steps:

Click Problem Management > Create New Problem.
In the Title field, type a title that accurately describes the problem.
In the Description field, type the following details:
- The problem
- The symptoms, including any error messages
- The impact from a business perspective
- The frequency of reoccurrence
- The conditions under which any service disruption occurs
Fill in the following required fields, and any other required or relevant fields.

Note Problems created from Incidents or other records may contain some prepopulated fields.
- Select the Affected Service.
- Select the Status.
- Select the Impact and Urgency.
  
  Note Service Manager selects the default priority based on the impact and urgency values.
Click Save.

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.

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