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 Manager

Use > Problem Management > Problem Management overview > Problem Management phases > Problem Control overview > Advancing a problem to the next phase

Advancing a problem to the next phase

When you complete any phase within Problem Control (or Error Control), you can advance the problem to the next logical phase within the category. If you follow the out-of-box workflow, you can close a problem only when it is in the last phase of problem Control. If you have a customized problem Control and Error Control progression, the best practice is to complete each phase before you advance to the next one.

To advance a problem to the next phase, you must change its status and complete all of the fields that are required for that status.

When you complete the last phase in Problem Control, you must open a Known Error record to continue advancing through Error Control.

Related topics

Open a known error