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 data migration
Considering that Problem does not need to copy data from two different tables, and that it typically has a large volume of data, we recommend that you run the migration by using the batch update mode (especially for migrating a large volume of closed tickets).
Note After you migrate the Problem data, remove the “Problem_Library_disabled_by_PDHD” knowledge base as this legacy library is no longer used.
The out-of-box example data migration is based on the following three key fields:
- status
- category
- current.phase
Note You can add additional fields if needed, but do not remove these three fields.
Problem
Default settings:
|
Source Table |
rootcause |
|
Target Table |
rootcause |
|
Filter Condition |
category="BPPM" |
Field Mapping:
|
Target Field |
Source Field |
|---|---|
|
category |
category |
|
current.phase |
current.phase |
|
rcStatus |
rcStatus |
Value Mapping:
|
Target Value Mapping Field |
Mapping Type |
Condition |
Target Value |
|---|---|---|---|
|
category |
fixedValue |
category="BPPM" |
problem |
|
current.phase |
fixedValue |
(current.phase="Problem Detection, Logging and Categorization" or |
Categorization |
|
current.phase |
fixedValue |
current.phase="Problem Investigation and Diagnosis" and rcStatus~="Closed" |
Investigation |
|
current.phase |
fixedValue |
current.phase="Problem Resolution" and rcStatus~="Closed" |
Resolution |
|
current.phase |
fixedValue |
current.phase="Problem Closure and Review" and rcStatus~="Closed" |
Review |
|
current.phase |
fixedValue |
rcStatus="Closed" |
Closure |
|
rcStatus |
fixedValue |
(current.phase="Problem Detection, Logging and Categorization" or current.phase="Problem Prioritization and Planning") and rcStatus~="Closed" and rcStatus~="Deferred" |
Categorize |
|
rcStatus |
fixedValue |
current.phase="Problem Resolution" and (rcStatus="Pending Vendor" or rcStatus="Pending User") |
Pending |
|
rcStatus |
fixedValue |
(current.phase="Problem Investigation and Diagnosis" or current.phase="Problem Resolution") and rcStatus~="Closed" and rcStatus~="Deferred" |
Work In Progress |
|
rcStatus |
fixedValue |
current.phase~="Problem Closure and Review" and rcStatus="Deferred" |
Deferred |
|
rcStatus |
fixedValue |
current.phase="Problem Closure and Review" and rcStatus~="Closed" |
Resolved |
|
rcStatus |
fixedValue |
rcStatus="Closed" |
Closed |
Problem Task
Default Settings:
|
Source Table |
rootcausetask |
|
Target Table |
rootcausetask |
|
Filter Condition |
task.category="Default" |
Field Mapping:
|
Target Field |
Source Field |
|---|---|
|
task.category |
task.category |
|
current.phase |
current.phase |
|
rcStatus |
rcStatus |
Value Mapping:
|
Target Value Mapping Field |
Mapping Type |
Condition |
Target Value |
|---|---|---|---|
|
task.category |
fixedValue |
Investigation |
|
|
current.phase |
fixedValue |
rcStatus~="Closed" |
Active |
|
current.phase |
fixedValue |
rcStatus="Closed" |
Closure |
|
rcStatus |
fixedValue |
rcStatus="Work In Progress" |
Work In Progress |
|
rcStatus |
fixedValue |
rcStatus="Pending Vendor" or rcStatus="Pending User" |
Pending |
|
rcStatus |
fixedValue |
rcStatus="Closed" |
Closed |
|
rcStatus |
fixedValue |
rcStatus~="Work In Progress" and rcStatus~="Pending Vendor" and rcStatus~="Pending User" and rcStatus~="Closed" |
Assigned |
