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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- Problem Management overview
- Problem Management implementation
- Proactive and reactive Problem Management
- Using mass update with record lists in Problem Management
- Incident Management relationship
- Change Management relationship
- Priority, impact, and urgency
- Problem Management users
- Problem Management phases
- Problem Management assignment groups
- Problem Management Macro List Editor
- Problem Management tables
- Problem Management link records
- Problem Management and Service Level Management
- Escalation and Notification
- Historical problem records
- Incident trending for problem identification
- Integration
- Known Error
- Problem record data model
- Problem prioritization
- Problem records creation
- Problem workarounds
- Logs of problem record updates
Problem workarounds
Problem solutions and workarounds can be communicated to the service desk staff in two ways.
- System administrators can configure a help desk operator’s interface to automatically check for potentially similar records based on similar Known Errors, root causes, Incident records, Incident record duplicates on a device, or Incident record duplicates on parents.
- When a user creates an Incident record, Service Manager prompts the user with a list of similar Problem records, which the user can access for workaround information. In addition, Problem information can be promoted to the Service Manager Knowledge Management module; when users search for potential resolutions in Knowledge Management, applicable workarounds from Problem records are presented.
Related topics
Knowledge Management integration with Problem Management
Related topics
Create knowledge from an interaction, incident, problem, or known error
Document the workaround
Open an incident
