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 |
|---|---|---|
|
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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- Use
Problem Management help hub
Service Manager Problem Management can help you to identify the underlying reasons for one or more incidents, implement workarounds, identify known errors, and provide permanent solutions that minimize the effects of incidents caused by errors in the IT infrastructure.
User roles
Describes the ITIL user roles as implemented by Service Manager.
Key concepts
The most important things you need to know about how the Problem Management module functions and interacts with other modules.
Proactive and reactive Problem Management
Incident Management relationship
Change Management relationship
User workflows
Describes the ITIL worflows as implemented by Service Manager and the sub tasks that end users need to perform to execute the workflows.
Problem Management workflows and user tasks
Administrator tasks
Describes the individual steps an Administrator needs to take to configure the Problem Management workflows, assign problem categories, and Problem phases/error phases.
Configure the Problem Management settings
Configure the Problem Management environment
