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
Update a known error
Part of Workflow(s):
Known Error: Logging
Applies to User Roles:
Problem Coordinator
Problem Manager
You should always update a known error record with the outcome of the known error investigation. If the solution is validated, the Problem Coordinator updates the known error with the information about the solution, including the cost and resources needed to implement the solution and any possible risks. You can view related tasks to see what work others have done to determine the known error, a workaround, and the time spent working on the investigation.
You should record all the investigation activities in the known error to track the effort associated with the problem, task, or known error. After the current activities for a phase are complete, you advance the known error record to the next phase.
To update a known error, follow these steps:
- Click Problem Management > Search Known Errors.
- Use search or advanced search to find one or more records.
- Select an existing known error from the record list.
- Type detailed information in the Solution field. You will find this information in the known error task where the Problem Analyst documented the details. Make sure that you include cost, resource information, and any possible risks.
- In the Activities tab, select the applicable update type from the New Update Type field list.
- Type additional updates in the New Update field.
- Click Save & Exit.
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