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
|
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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Identify the problem
If you analyze incident data, you may find more than one incident that describes the same error, or incidents that do not match identified problems or known errors. For example, three separate service desk interactions in a single day report a network outage. The circumstances are similar and the affected Configuration Items are the same. The three incidents generate a problem record that describes the outage.
Ongoing analysis of the infrastructure might also identify a problem that is likely to cause errors in the future. For example, a technician finds a computer virus on the mail server, or the network administrator learns that there is a powerful new virus propagated by e-mail attachments.
When you identify the problem, there is a permanent record that contains information about the affected Configuration Item (CI) and related CIs, as well as the primary and secondary assignment groups who own the problem.
Related topics
Phase 1: Logging
Creating a problem
Categorize the problem
Classify the problem
Problem record information
Searching for a Configuration Item
Related topics
