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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Phase 1: Logging
Input to the problem identification activity comes from two sources, incident Management and proactive Problem Management. When an incident does not match existing problems or known errors, incident Management passes the information to problem Control. Opening a new problem record stores the relevant details in the rootcause table.
Creating a problem
An administrator or user creates a problem record when one or more conditions occur:
- When you analyze incident Management data, there are recurring incidents caused by a single error.
- A problem or known error record does not exist for the identified error.
- There are incidents that do not have problem or known error record matches.
- Independent infrastructure analysis identifies a potential problem that is not yet related to a reported incident.
- A critical incident requires an immediate solution.
The problem record captures all critical data to ensure that you can track the error to a final resolution.
Identify the problem
If you analyze incident data, you may find more than one incident that describes the same error, or incidents that do not match identified problems or known errors. For example, three separate service desk interactions in a single day report a network outage. The circumstances are similar and the affected Configuration Items are the same. The three incidents generate a problem record that describes the outage.
Ongoing analysis of the infrastructure might also identify a problem that is likely to cause errors in the future. For example, a technician finds a computer virus on the mail server, or the network administrator learns that there is a powerful new virus propagated by e-mail attachments.
When you identify the problem, there is a permanent record that contains information about the affected Configuration Item (CI) and related CIs, as well as the primary and secondary assignment groups who own the problem.
