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.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
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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Phase 1: Logging
This phase is critical because it is where technical experts study the error to understand it and develop a solution.
Although a known error is the usual result of completing the last phase of Problem Control, an internal organization, such as Development or Customer Support can also identify known errors. For example, Development might notice a known error when performing current or new development activities such as upgrades, enhancements, or technology acquisitions. In this case, Development would Create a new problem record and verify the error during the Error assessment phase.
A permanent solution may require a change to the affected Configuration Item (CI). If this is the case, the error assessment team can open a Request for Change (RFC). Service Manager enables you to open an RFC from the known error record. It also updates all affected records automatically.
Related topics
Error Control overview
Error Control activities
Tracking and monitoring errors
Known errors
Error identification
Change requests
Documenting the root cause
Related topics
