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 |
|---|---|---|
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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 Management and Service Level Management
Problem Management supports the selection of more than one applicable SLA for a problem record. When you open a problem, you can choose a Customer SLA for the contact, a Customer SLA for the contact and one or more applicable Service SLAs for the contact's subscriptions to a service, or no SLAs at all. Service SLAs only apply if the problem references a Business Service, the contact has a subscription to the service, and the subscription references an SLA. The following describes the system's process for adding SLAs to a problem record.
- If one SLA is associated with the problem based on the contact, the Customer SLA is added to the problem.
- If the contact has an Individual Subscription for the CI, the Service SLA from that subscription is added to the problem.
- If the contact has a Department Subscription for the CI, the Service SLA from that subscription is added to the problem.
- If the contact has neither, then no Service SLA is added to the problem.
The SLAs should contain all Service Level Targets (SLTs) that define the business rules for all process and service metrics. You can choose as many SLTs as necessary to describe your process and service commitment. If necessary, you can add more SLTs that meet your criteria.
When you view the new record, the SLA section lists the Process Time Objectives that apply to the problem.
See the related topics to view the definitions for Customer SLA and Service SLA.
Related topics
Alerts
Views and favorites
Problem Management users
Problem Management assignment groups
Problem Management Macro List Editor
Problem Management tables
Problem Management link records
