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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Classify the problem
Classification determines how much effort is necessary to restore the Configuration Items to service and return the user to full functionality. Classification is a subjective assessment based on impact, urgency, and priority. Each has a numeric assignment.
| Classification | Description | Possible values |
|---|---|---|
| Impact | The potential business vulnerability. There is no global value; each business must set its own impact criteria. | 1 – Enterprise 2 – Site/Dept 3 – Multiple Users 4 – User |
| Urgency | How soon the problem must be resolved to avoid business consequences. It identifies the amount of time that you have to avert or reduce the impact of the problem on customers. | 1 – Critical 2 – High 3 – Average 4 – Low |
| Priority | How an individual problem fits into the ongoing sequence of problem resolution. Indicates when a problem can be addressed. Determining the priority of a single problem depends on how many problems need attention, the risk of delay, and the resources to fix the problem. Summarizes the assessment of urgency plus impact on customers. | 1 – Critical 2 – High 3 – Average 4 – Low |
Problem Management calculates priority to be the average of Impact plus Urgency. Fractional results round to the lower number. For example, if the Impact is 4 and the Urgency is 3, the Priority is 3.
Related topics
Creating a problem
Identify the problem
Categorize the problem
Searching for a Configuration Item
Related topics
