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 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
Associate a problem with an existing incident
Part of Workflow(s):
Problem Management: Categorization
Applies to User Roles:
Problem Coordinator
Any time that you discover that an incident was caused by an outstanding problem, you should link the incident to the problem record. It is important to link incidents to problems so that you can determine the impact of the problem in your organization. The more related incidents a problem has, the greater the impact of the problem. Monitoring the number of related incidents will also help you identify problems that require additional work to resolve.
To associate a problem with an existing incident, follow these steps:
- Click Problem Management > Search Problems.
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Use search or advanced search to find one or more records.
- Select an existing problem from the record list.
- In the Related Records tab, select Related Incidents from the Link Type drop-down list, and the then click Link Existing Record.
- Specify the incident number or click Search to view the incident search form.
- Add optional filtering criteria, and then click Search again to display an incident record list.
- Double-click the incident record you want to associate with the problem record. The incident record ID is displayed.
- Click OK to link the incident record to the problem record.
- Click Cancel to stop the search and exit.
- Click Search to view the incident record search form again. Click Search again to redisplay the incident record list.
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Click OK. Problem Management populates the Related Records section with information about the related incident.
Related topics
Related topics
Find problem candidates
Review incidents
Create a new problem from an incident
Create a new problem not based on an incident
Update a problem
