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 and Known Error Monitoring (process SO 4.5)
Problem management monitors the continuing impact of problems and known errors on user services. In the Problem and Known Error Monitoring process, the Problem Manager periodically reviews the problem and known error records and monitors the progress of activities in those records against the target dates that are agreed with stakeholders.
Service Manager tracks individual problems and their associated known error activities. The Problem Manager evaluates the progress of those activities against the plans and associated budget. In the event that the impact of a problem becomes severe, the Problem Manager escalates the problem. In some cases, the Problem Manager may refer the escalated problem to an appropriate board to increase the priority of the request for change or to implement an urgent change.
The Problem Manager monitors the progress of each problem resolution against service level agreements, and periodically informs the stakeholders of that progress.