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 > Problem Management phases > Problem Control overview > Problem record information

Problem record information

Problem records are usually linked to incident records and contain some of the same information. As the problem moves through successive phases, you should add information about the solution, workaround, and link to the known error record. There are two ways to create a problem record:

Open a related problem record from an existing incident record. The required information from the incident record automatically populates the problem record.
Open a problem record directly. You must provide all required information.

The problem record includes the following information.

Field	Required?	Description
Title	Yes	Title of the problem.
Description	Yes	Summary of the problem.
Affected Service	Yes	The service that is affected by the problem.
Status	No	Categorize, Assigned, Work in Progress, or Closed.
Problem ID	Yes	System-generated problem record number with a PM prefix.
Phase	No	The current workflow phase of the problem.
Target Resolution Date	No	Date promised to the customer. All subordinate tasks to resolve the problem must have due dates that do not exceed this date.
Primary CI	No	Click Fill to select the primary hardware or software resource affected.
Affected CI Count	No	A system-generated count of the number of CIs affected by the outage. The count does not include the Primary CI. Affected CI count is based on the number of items entered in the Assessment section. It is calculated based on what is in the Assessment section in the Affected CIs table. The information in this field is read-only.
Category	Yes	This field is prepopulated with the value "problem".
Area	Yes	This field is prepopulated with data from an escalated incident. Service Manager displays different lists of areas depending on the category you selected.
Subarea	Yes	This field is prepopulated with data from an escalated incident. Service Manager displays different lists of subareas depending on the area you selected.
Problem Source	No	The source of the problem. Click the drop-down list to choose one of these values: 1 – User 2 – Event 3 – Group 4 – Incident
Contact Information	No	If the problem is created from an interaction, this field is populated with the value in the corresponding field in the interaction record.
Related incident Count	No	Problem Management calculates the number of related incidents. The information in this field is read-only.
Impact	Yes	A numeric value that measures the potential business vulnerability of the customer. It may reflect the effect on related agreements or expected service levels. Click the drop-down list to choose one of these values: 1 – Enterprise 2 – Site/Dept 3 – Multiple Users 4 – User
Urgency	No	A numeric value that measures how soon the problem must be resolved to avoid business consequences. Click the drop-down list to choose one of these values: 1 – Critical 2 – High 3 – Average 4 – Low
Priority	No	How soon the problem needs resolution, based on impact and urgency. The values are: 1 – Critical 2 – High 3 – Average 4 – Low The information in this field is read-only. Problem Management calculates Priority based on the Impact and Urgency values that you choose.
Root Cause Description	Yes	Detailed description of the problem.
Assignment Group	Yes	The group tasked with resolving the problem.
Problem Coordinator	Yes	Click Fill to select a problem coordinator.
Major Problem	No	When checked, indicates that the problem is a major problem, and a Problem Manager field appears. In addition, the Major Problem Review tab appears in the problem record, and the Review phase becomes mandatory.
Attachments section	No	Click Add File... to attach a document to the problem.
Related Records section	No	HPE Service Manager automatically populates the table entry with related record information.
Workflow section	No	Graphic representation of the Problem Management workflow for the current record.

Note To open a problem record, your operator record security profile must include the Open privilege. The SysAdmin capability word includes this privilege.

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