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
Defer a problem
Part of Workflow(s):
Problem Management: Categorization
Problem Management: Investigation
Applies to User Roles:
Problem Coordinator
Problem Manager
If you want to defer a problem, you must specify the reason for deferral. For example, if after investigation you decide to delay scheduling a problem for resolution, you can defer it. Or, if the Problem Analyst was unable to successfully test and validate a fix and you want to continue investigating a solution, you can defer the problem. You can later finalize how to handle the problem when you review deferred problems.
To defer a problem, follow these steps:
- Click Problem Management > Search Problems.
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Use search or advanced search to find one or more records.
- Double-click the problem record that you want to defer.
- In the Status drop-down list, select Deferred.
- In the Activities section, select the applicable update type from the New Update Type field list.
- In the New Update field, type the reason for the deferral.
- Click Save & Exit.
Note Make sure you update the status of the problem during your regularly-scheduled review of deferred problems.
Related concepts
Categorize the problem
Classify the problem
Due dates
Problem Management and Service Level Management
Advancing a problem to the next phase
Tracking and monitoring problems
When does a known error close?
Example: Search for a record
Related tasks
Close a known error
Close a problem that will not be fixed
Evaluate a problem
Review deferred problems
Schedule a problem
Update a problem
We welcome your comments!
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