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.
Search for | Example | Results |
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A single word | cat
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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. |
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 Review and Closure (process SO 4.4)
After a problem has been resolved, it is automatically forwarded from the Problem Resolution phase to the Problem Review phase. In this phase, the problem(s) must be reviewed to determine and validate whether it has been resolved.
After a problem has been reviewed and closed, it is forwarded from the Problem Review phase to the Problem Closure phase. The problem record must be formally closed when any change has been completed and successfully reviewed, and the resolution has been applied.
A problem review should be scheduled whenever an investigation into unresolved, unusual, or high-impact problems justifies it. The purpose of the problem review is to seek improvements to the process, and to prevent the recurrence of incidents or mistakes.
Problem reviews typically include the following elements:
- Reviews of individual incident levels and problem status against service levels
- Management reviews to highlight those problems that require immediate action
- Management reviews to determine and analyze trends, and to provide input for other processes, such as user education and training
Problem reviews should include identifying the following elements:
- Trends (for example, recurring problems and incidents)
- Recurring problems of a particular classification component or location
- Deficiencies caused by lack of resources, training, or documentation
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Non-conformance (for example, against standards, policies, and legislation)
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Problems identified as known errors in planned releases
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Staff resource commitment in resolving incidents and problems
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Recurrence of resolved incidents or problems
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Improvements to the service or to the problem management process should be recorded and entered into a service improvement plan. This information should be added to the problem management knowledge base. All relevant documentation should be updated (for example, user guides and system documentation).