Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Search for | Example | Results |
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A single word | cat
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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 |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that do not contain a specific word or phrase |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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- Problem Management workflows and user tasks
- Problem Management views
- Find problem candidates
- Review incidents
- Create a new problem from an incident
- Create a new problem not based on an incident
- Associate a problem with an existing incident
- Associate a problem with an existing problem
- View records related to a problem
- Create a new problem from a problem record
- Create a new problem from a user interaction
- Update a problem
- Evaluate a problem
- Schedule a problem
- Close a problem that will not be fixed
- Defer a problem
- Review deferred problems
- Reassign a problem for additional support
- Set a reminder for a problem record
- Document the root cause
- Document the workaround
- Access the knowledgebase
- Open a Problem Management task
- Investigate and diagnose a Problem Management task
- Close a problem task
- Test the workaround
- Close a problem
- Assign a Problem Management task
- Open a known error
- Update a known error
- Assign a known error record to schedule a fix
- Associate a change request with a known error record
- Close a known error
- Access Problem Management reports
- Example: Problem workflow
Close a known error
Part of Workflow(s):
Known Error: Logging
Applies to User Roles:
Problem Coordinator
Problem Analyst
Problem Manager
After you verify that a known error meets the closure conditions, you can close the known error. For example, when the Problem Coordinator receives notification from the Change Management process that a solution is successfully implemented and verifies that the known error is resolved, the known error record can be closed.
To update and close a known error, follow these steps:
- Click Problem Management > Search Known Errors.
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Use search or advanced search to find one or more records.
- Double-click the known error record that you want to update and close.
- In the Activities tab, select the applicable update type in the New Update Type field.
- In the New Update field, type current activity update notes.
- Click Save.
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Click Close in the taskbar, confirm that the subcategory and area are correct, and then select an applicable closure code.
Related concepts
Error resolution
When does a known error close?
Example: Search for a record
Related tasks
Close a problem
Defer a problem
Reassign a problem for additional support
Review deferred problems
Schedule a problem
Set a reminder for a problem record
Update a problem
View records related to a problem
We welcome your comments!
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