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 Manager9.52

Develop > Processes and Best Practices Guide > Problem Management Overview > Input and output for Problem Management

Input and output of Problem Management

Problems can be triggered and resolved in several ways. The following table outlines the input and output of the Problem Management process.

Input and output for Problem Management
Input to Problem Management	Output from Problem Management
Incidents for which the cause is not known and/or incidents that are likely to recur (from incident management) Incidents that reveal that an underlying problem exists (for example, an application error or bug) Notification from a supplier or a product manager that a problem exists (for example, from a development team or supplier known error database) Potential security breaches of products deployed in the IT environment (for example, from suppliers or security analysts) Analysis of incident trends and history (that is, proactive problem management) Incident Management Incidents classified as problem candidates Trend analysis and review of closed incidents (for which a workaround has been used to resolve the incident) Incident reports (trends, summary) Suspicion or detection of a cause of one or more incidents by the Service Desk, resulting in the creation of a problem record. Event management Trend analysis and review of events (for example, performance events) Error logs Configuration management Configuration details and relationships (service model) Change management RFC and change request status, approval and closure. Security management Notification of potential security breaches that require resolution Suppliers (external providers) Notification of problems from suppliers/vendors	Problems Known errors Workarounds Problem reports (for example, status updates, trends, and performance) RFCs (to remove infrastructure errors) Note Information on workarounds, permanent fixes, or the progress of problems should be communicated to those who are affected and those who are required in order to support the affected services.

Send Help Center feedback