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
Test the workaround
Part of Workflow(s):
Active
Applies to User Roles:
Problem Analyst
One of the tasks of the Problem Analyst is to review and test the workaround identified and documented in the problem task. These tests help to validate the suitability for resolving related incidents. When the test is successful, the Problem Coordinator documents the workaround in the problem record and creates a known error record.
To update tested workarounds, follow these steps:
- Click Problem Management > Problem Task Queue or view your To Do list.
- View and identify any problem tasks whose workaround can be tested.
- Test the workaround described in the Activities tab, using a test environment that mimics the production environment.
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If the workaround fails, follow these steps:
- Document your findings in the Activities tab.
- Select the applicable update code from the New Update Type field list.
- Add notes to the New Update field with the results of your testing.
If applicable, document the reasons a root cause is not found. Include your time spent during the investigation.
Note Notify the Problem Coordinator of the test results who then escalates the problem to the Problem Manager. The Problem Manager determines other resources and skills required to diagnose the problem.
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If the workaround is successful and has been validated, follow these steps:
- Document your findings in the Activities tab.
- Select the applicable update type from New Update Type field list.
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In the New Update field, type a description of the test results.
Note Notify the Problem Coordinator of the test results. The Problem Coordinator validates the test results and makes additional determinations, such as whether the root cause is related to an outstanding known error, and then creates a new known error.
- Click Close Task.
Related concepts
Documenting the root cause
Problems with multiple Configuration Items
Example: Search for a record
Related tasks
Assign a Problem Management task
Close a problem task
Document the root cause
Document the workaround
Investigate and diagnose a Problem Management task
Open a known error
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