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 |
|
- Problem Management workflows and user tasks
- Problem Management views
- Find problem candidates
- Review incidents
- Create a new problem from an incident
- Create a new problem not based on an incident
- Associate a problem with an existing incident
- Associate a problem with an existing problem
- View records related to a problem
- Create a new problem from a problem record
- Create a new problem from a user interaction
- Update a problem
- Evaluate a problem
- Schedule a problem
- Close a problem that will not be fixed
- Defer a problem
- Review deferred problems
- Reassign a problem for additional support
- Set a reminder for a problem record
- Document the root cause
- Document the workaround
- Access the knowledgebase
- Open a Problem Management task
- Investigate and diagnose a Problem Management task
- Close a problem task
- Test the workaround
- Close a problem
- Assign a Problem Management task
- Open a known error
- Update a known error
- Assign a known error record to schedule a fix
- Associate a change request with a known error record
- Close a known error
- Access Problem Management reports
- Example: Problem workflow
Assign a known error record to schedule a fix
Part of Workflow(s):
Known Error: Logging
Applies to User Roles:
Problem Manager
When you have validated a solution to a known error and determined that the required approach can be resolved by a Problem Analyst, follow these steps:
- Click Problem Management > Search Known Errors.
- Use search or advanced search to find one or more records.
- Select the known error record that you want to assign from the record list.
-
Click the Fill icon in the Assignment Group field to select the assignment group. The Problem Coordinator for the group is automatically displayed in the Assignee field.
If you need to reassign this known error record to a different coordinator, click Fill to generate a record list of Problem Coordinator names, and then choose one.
- Note the resolution information from the problem management meeting.
- In the Activities tab, click New Update Type, and then select Problem meeting.
- Type notes in New Update to add information about the proposed fix and requested fix date. The Problem Coordinator uses this information to schedule the fix for a Problem Analyst to resolve.
-
Click Save & Exit. The system notifies the Problem Coordinator of this updated record.
Related topics
Known errors
Error identification
Change requests
Documenting the root cause
Example: Search for a record
