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 categories
Problem Management comes with out-of-box workflows for problems (the “Problem” workflow) and known errors (the "Known Error" workflow). These workflows are associated respectively with the out-of-box "problem" and "known error" categories. The workflows ensure that the problem workflow automatically conforms to the ITIL workflow.
If your business needs require changes to the out-of-box workflow, you can define new workflows. To do this, copy the out-of-box “Problem” workflow, add your own phases and transitions, and then associate the new workflow with the out-of-box “problem” category (or a new category). Each new category that you define enables you to associate a different workflow with a problem. If you define new categories, you can select one to be the default category for problems.
