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 Detection, Logging, and Categorization (process SO 4.1)
The Problem Detection, Logging, and Categorization process starts when the Problem Coordinator determines that a problem needs to be opened in order to investigate an existing or potential problem. This process can be started in response to a single incident, a series of related incidents, or a single interaction. The process may also result from the proactive investigation of a potential problem.
The Problem Detection, Logging, and Categorization process should include reference to information that assists analysis, such as:
- Asset and configuration
- Change management
- Published workaround information from suppliers
- Historical information about similar problems
- Monitoring event logs and other data collected by system management tools
The incident(s) or interaction(s) that initiated the problem should be referenced, and relevant details copied from the incident(s) or interaction(s) to the problem. If the Incident Analyst has identified a workaround or temporary fix, this should be included as well.
A problem ticket is created. All relevant details of the problem must be recorded so that an accurate historic record exists. Other details like impact and category of the problem are also identified.