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 Manager9.50

Use > Problem Management > Problem Management workflows and user tasks > Close a problem that will not be fixed

Close a problem that will not be fixed

Part of Workflow(s):

Problem Management: Categorization

Problem Management: Investigation

Applies to User Roles:

Problem Coordinator

Problem Manager

If, after investigation, you determine that an open problem is not considered to be a problem by the stakeholders, or that the problem is invalid or a duplicate, you can close it without fixing it.

To close a problem that will not be fixed, follow these steps:

Click Problem Management > Search Problems.
Use search or advanced search to find one or more records.
Double-click the problem record that you want to close.
In the Activities tab, select the applicable type from the New Update Type field.
In the New Update field, enter the reason that this problem will not be fixed.
Click Close in the taskbar, confirm that the subcategory and area are correct, and then select an applicable closure code.
Click Finish to close the problem.

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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