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 > Problem Management application > Problem Management categories

Problem Management workflows and categories

Problem Management comes with out-of-box workflows for problems (the “Problem” workflow) and known errors (the "Known Error" workflow). These workflows are associated respectively with the out-of-box "problem" and "known error" categories. The workflows ensure that the problem workflow automatically conforms to the ITIL workflow.

If your business needs require changes to the out-of-box workflow, you can define new workflows. To do this, copy the out-of-box “Problem” workflow, add your own phases and transitions, and then associate the new workflow with the out-of-box “problem” category (or a new category). Each new category that you define enables you to associate a different workflow with a problem. If you define new categories, you can select one to be the default category for problems.

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