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 Manager9.51

Use > Problem Management > Problem Management overview > Known Error

Known Error

There are two main phases to the Problem Management process: Problem Control and Error Control. In the first phase, the Problem Manager or technician assigned to the process studies infrastructure trends and analyzes services and CIs to determine possible failure points. In the second phase, the analyst documents the findings related to an identified problem, and initiates a corrective course of action that may include: documenting a workaround; recording a Known Error condition pending future action; or creating a Request for Change. The “recording of a Known Error condition pending future action” could be the result of a defect that requires resolution from a third party such as a software patch or firmware upgrade.

Problems and Known Errors can be opened against multiple environments, including development, testing, and production environments, by using Category/Area/Sub-Area and/or CI names that identify the environment following the same general process.

Known Errors are visible in linked Incident records. Similar Known Errors can be searched for during Incident creation. Known Errors are also visible in related Change records. Known Errors are indexed by the search engine and presented in knowledge search results.

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