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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- Problem Management overview
- Problem Management implementation
- Proactive and reactive Problem Management
- Using mass update with record lists in Problem Management
- Incident Management relationship
- Change Management relationship
- Priority, impact, and urgency
- Problem Management users
- Problem Management phases
- Problem Management assignment groups
- Problem Management Macro List Editor
- Problem Management tables
- Problem Management link records
- Problem Management and Service Level Management
- Escalation and Notification
- Historical problem records
- Incident trending for problem identification
- Integration
- Known Error
- Problem record data model
- Problem prioritization
- Problem records creation
- Problem workarounds
- Logs of problem record updates
Incident trending for problem identification
Service Managerfacilitates incident trending for pro-active problem identification. Problem Managers can use charts and dashboards to view historical interactions or incident data.
The charts and dashboards allow sorting by certain incident characteristics which demonstrate relatedness (such as incident rates, related CI, category/area/subarea, and affected service). Therefore, the analyst is able to study the incidents types that occur on certain IT infrastructure or services, to measure both the frequency of those incidents over time and the rate of change (increase/decrease), to pinpoint which CIs/Services experience certain types of issues more frequently, etc.
With this information, Problem Managers can analyze the patterns and trends to draw hypotheses for the incidents and targets. More targeted queries as a result of initial analysis can support Total Quality Control (TQC) methodology that helps progress the investigation from identifying symptoms to uncovering root causes to prevent future incidents.
For example, reporting on historical incident data and determining an increasing trend of downtime incidents related to a particular CI might indicate the need for maintenance or replacement of that CI. An increasing trend of degraded-response-time incidents against a given service might be traced back to a capacity inadequacy on an infrastructure component of that service.
In addition, key information such as Related Incident Counts is associated with a Problem Record. This information can be consolidated in reports showing time-line related trends.
