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 > Reassign a problem for additional support

Reassign a problem for additional support

Part of Workflow(s):

Problem Management: Investigation

Applies to User Roles:

Problem Manager

After the Problem Manager has reviewed the outstanding problems and known error records and determined that the action needed is to escalate the problem for further investigation, the Problem Manager reassigns the problem record to another level of support.

To reassign a problem record, follow these steps:

Click Problem Management > Search Problems
Use search or advanced search to find one or more records. If you searched for a specific problem ID, the problem record you specified opens. Otherwise a list of problem records opens.
Double-click the problem record that you want to reassign.
Update the Status to Work in progress.
Clear the assignment group in the Assignment Group field, and then click Fill to select a new assignment group.
Clear the assignee in the Assignee field, and then click Fill to select an assignee from the new assignment group.
In the Activities tab, click the New Update Type field list and select the applicable update type.
In the New Update field, type notes to include your current activity update.
Click Save & Exit.

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