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 record information
Problem records are usually linked to incident records and contain some of the same information. As the problem moves through successive phases, you should add information about the solution, workaround, and link to the known error record. There are two ways to create a problem record:
- Open a related problem record from an existing incident record. The required information from the incident record automatically populates the problem record.
- Open a problem record directly. You must provide all required information.
The problem record includes the following information.
| Field | Required? | Description |
|---|---|---|
| Title | Yes | Title of the problem. |
| Description | Yes | Summary of the problem. |
| Affected Service | Yes | The service that is affected by the problem. |
| Status | No | Categorize, Assigned, Work in Progress, or Closed. |
| Problem ID | Yes | System-generated problem record number with a PM prefix. |
| Phase | No | The current workflow phase of the problem. |
| Target Resolution Date | No | Date promised to the customer. All subordinate tasks to resolve the problem must have due dates that do not exceed this date. |
| Primary CI | No | Click Fill to select the primary hardware or software resource affected. |
| Affected CI Count | No | A system-generated count of the number of CIs affected by the outage. The count does not include the Primary CI. Affected CI count is based on the
number of items entered in the Assessment section. It is calculated based on what is in the Assessment section in the Affected CIs table. The information in this field is read-only. |
| Category | Yes | This field is prepopulated with the value "problem". |
| Area | Yes | This field is prepopulated with data from an escalated incident. Service Manager displays different lists of areas depending on the category you selected. |
| Subarea | Yes | This field is prepopulated with data from an escalated incident. Service Manager displays different lists of subareas depending on the area you selected. |
| Problem Source | No |
The source of the problem. Click the drop-down list to choose one of these values: |
| Contact Information | No | If the problem is created from an interaction, this field is populated with the value in the corresponding field in the interaction record. |
| Related incident Count | No | Problem Management calculates the number of related incidents. The information in this field is read-only. |
| Impact | Yes | A numeric value that measures the potential business vulnerability of the customer. It may reflect the effect on related agreements or expected service levels. Click the drop-down list to choose one of these values: 1 – Enterprise 2 – Site/Dept 3 – Multiple Users 4 – User |
| Urgency | No | A numeric value that measures how soon the problem must be resolved to avoid business consequences. Click the drop-down list to choose one of these values: 1 – Critical 2 – High 3 – Average 4 – Low |
| Priority | No | How soon the problem needs resolution, based on impact and urgency. The values are: 1 – Critical 2 – High 3 – Average 4 – Low The information in this field is read-only. Problem Management calculates Priority based on the Impact and Urgency values that you choose. |
| Root Cause Description | Yes | Detailed description of the problem. |
| Assignment Group | Yes | The group tasked with resolving the problem. |
| Problem Coordinator | Yes | Click Fill to select a problem coordinator. |
| Major Problem | No | When checked, indicates that the problem is a major problem, and a Problem Manager field appears. In addition, the Major Problem Review tab appears in the problem record, and the Review phase becomes mandatory. |
| Attachments section | No | Click Add File... to attach a document to the problem. |
| Related Records section | No | Service Manager automatically populates the table entry with related record information. |
| Workflow section | No | Graphic representation of the Problem Management workflow for the current record. |
Note To open a problem record, your operator record security profile must include the Open privilege. The SysAdmin capability word includes this privilege.
Related topics
Creating a problem
Identify the problem
Categorize the problem
Classify the problem
Searching for a Configuration Item
Related topics
Create a new problem from an incident
Create a new problem not based on an incident
