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 |
|---|---|---|
|
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
Set a reminder for a problem record
Part of Workflow(s):
Problem Management: Investigation
Applies to User Roles:
Problem Analyst
Problem Coordinator
Problem Manager
You can set a reminder to notify you if an existing problem record meets certain conditions by a specified time. For example, you may want to be reminded if a problem is still open or is not updated by a given date.
When you set the reminder, you can choose when and how you want to be notified. You will find this particularly helpful for persistent problems that need your immediate attention.
To set a reminder, follow these steps:
- Click Problem Management > Search Problems.
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Use search or advanced search to find one or more records.
- Select a problem from the list of records.
- Click More or the More Actions icon and select Set Reminder.
- In the Set Reminder area, select one of the following reminder options:
Remind At:
Set a reminder for a particular day and time. Click Fill to display a calendar to choose a date and time for the reminder.
Remind In:
Set the reminder to occur after a particular time interval. If you choose this option, you must specify the time interval in hours, minutes, and seconds using the 00:00:00 format. You must also select a shift to specify the work schedule that this time interval is Based On.
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Select one of the following conditions in the Remind if drop-down list:
- Always (the default value)
- Problem has not been updated
- Problem is still open
- Problem is still assigned to me
- In the Pop-up Message area, select one of the following types of notification:
- Pop-up
- SM Mail
- If you selected Pop-up, type the message that you want to appear in the reminder in the Message field.
- If you selected Email or SM Mail, type a title for the mail in the Title field., and then select the type of mail message to send in the Message Type area.
- Click OK.
Related topics
Using Problem Management
Problem Management searches
Due dates
Searching the central Knowledge Base
More Actions menu
Example: Search for a record
Related topics
Access the knowledgebase
Close a known error
Close a problem
Reassign a problem for additional support
Review deferred problems
Schedule a problem
Search the central Knowledge Base
Update a problem
View records related to a problem
