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 workflows and user tasks > Associate a problem with an existing incident

Associate a problem with an existing incident

Part of Workflow(s):

Problem Management: Categorization

Applies to User Roles:

Problem Coordinator

Any time that you discover that an incident was caused by an outstanding problem, you should link the incident to the problem record. It is important to link incidents to problems so that you can determine the impact of the problem in your organization. The more related incidents a problem has, the greater the impact of the problem. Monitoring the number of related incidents will also help you identify problems that require additional work to resolve.

To associate a problem with an existing incident, follow these steps:

Click Problem Management > Search Problems.
Use search or advanced search to find one or more records.
Select an existing problem from the record list.
In the Related Records tab, select Related Incidents from the Link Type drop-down list, and the then click Link Existing Record.
Specify the incident number or click Search to view the incident search form.
Add optional filtering criteria, and then click Search again to display an incident record list.
Double-click the incident record you want to associate with the problem record. The incident record ID is displayed.
- Click OK to link the incident record to the problem record.
- Click Cancel to stop the search and exit.
- Click Search to view the incident record search form again. Click Search again to redisplay the incident record list.
Click OK. Problem Management populates the Related Records section with information about the related incident.

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