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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Categorize the problem
Problem Management has four categorization levels that refine the problem description. Statistical analysis of problems enables you to spot trends and identify areas that need further analysis. The categories are:
- Category
- Area
- Subarea
- Problem Type
For example, there are 10 out-of-box categories for Configuration Items. If the Category is problem, the Area is failure, and the Subarea is job failed, there are seven different problem Types that you can choose. This refinement provides data for trend analysis.
Related topics
Phase 2: Categorization
Creating a problem
Identify the problem
Classify the problem
Problem record information
Searching for a Configuration Item
Related topics
