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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Phase 4: Resolution
Problem resolution and closure is the final activity in Problem Control. The objective is to test the root cause candidate. Then you can reclassify the problem as a known error. You might also open a Request for Change (RFC) during this activity.
Due dates
Problem Management uses date fields to set expectations for problem resolution.
| Type of record | Date field name | Comments |
|---|---|---|
| Problem | Expected Resolution Date | You must specify a future date. |
| Task | Due Date | This date must occur on or before the expected resolution date for the problem unless the problem resolution date has already expired. The task owner cannot edit this date and time after initial entry. |
| Expected Resolution Date | Read-only. This field has a value only if the parent problem record has an expected resolution date specified before you create the task. You cannot adjust the expected resolution date of the problem to fit the task. | |
| Known error | Expected Resolution Date | This time and date are not dependent on the expected resolution date of the problem record. |
Notes:
- The default time (00:00:00) is midnight of the date specified. You may want to edit it to fall within daytime business hours.
- Problem Management allows you to open a task for a problem record with an expired resolution date when necessary. The notification system continues to notify you that the resolution date of the problem with a status of past due is expired. You must close the new task before you can close the problem record with the expired resolution date.
