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
Create a new problem from a user interaction
You can create a problem from a user interaction. You can also update a problem from a user interaction that has already been triggered to a problem.
To create a problem from a user interaction, follow these steps:
- Click Service Desk > Create Streamlined Interaction. The New Interaction form is displayed.
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Specify the Contact for the interaction.
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In the Service Recipient field, select the service recipient.
- In the Notify By field, select the user's preferred notification method.
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Type a description for the interaction.
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In the Category field, select the problem category.
- (Optional) In the Subcategory and Area fields, select the subcategory and area for the interaction.
- In the Affected Service field, select the affected service.
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Click the Continue button. The New Problem form is displayed, with fields populated with the values from the interaction.
- Proceed with opening a new problem by updating fields such as Affected Service, and then click Save.
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Search possible solutions in the form that appears. If matching solutions are found, select the corresponding record, and then click Link Selected Record. If you do not want to link a problem to the new problem or if no matching problems are found, click Continue.
- Complete the problem form with any other relevant information.
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Click Save & Exit.
To update the new problem from the related user interaction, follow these steps:
- Click Service Desk > Interaction Queue. Service Manager opens the Interaction queue.
- Click the interaction in the queue to display the details of the record.
Those items with a status of Dispatched are user interactions that have been triggered to Problem Management (or another module). - On the record details page, click the Related Records tab, and then click the related problem that you want to update.
- Proceed with updating the problem. After closing the problem form, you are returned to the user interaction list.
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