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
View records related to a problem
Part of Workflow(s):
Problem Management: Investigation
Applies to User Roles:
Problem Analyst
Problem Coordinator
Problem Manager
Part of the review process for monitoring problems includes reviewing related records. When you review records related to a problem, you can see how many incidents and other record types are affected by the reported problem. As the Problem Manager reviews and monitors problems and known errors, this is an opportunity to see if any trends are developing, and to resolve any issues quickly.
To view a related record, follow these steps:
- Click Problem Management > Search problems.
- Use search or advanced search to find one or more records.
- Select a problem from the record list.
- In the Related Records tab, click on the record number of the related record that you want to view. The related record opens.
- Click Cancel to return to the problem record.
- Click Save & Exit.
Related topics
Advancing a problem to the next phase
Creating a problem
Incident Management overview
Known errors
Problem Control overview
Problem Control activities
Problem Management searches
Searching the central Knowledge Base
Tracking and monitoring problems
Using Problem Management
More Actions menu
Example: Search for a record
Related topics
Close a known error
Close a problem
Reassign a problem for additional support
Review deferred problems
Schedule a problem
Set a reminder for a problem record
Update a problem
