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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Advancing a problem to the next phase
Service Manager identifies the current phase for any problem record in the title of the form. For example, when you create a problem record using the ITIL category, the form label is:
Problem Control - problem Identification and Classification
Each time you advance to a new phase, the form label changes to reflect the new phase name. The form fields change as you need to record additional information for the phase. If necessary, press Ctrl+H to view help for each field.
When you complete any phase within Problem Control (or Error Control), you can advance the problem to the next logical phase within the category. If you follow the out-of-box workflow, you can close a problem only when it is in the last phase of problem Control. If you have a customized problem Control and Error Control progression, the best practice is to complete each phase before you advance to the next one.
To advance to the next phase, click Next Phase on the toolbar.
To return to the last phase, click Prior Phase on the toolbar.
When you complete the last phase in Problem Control, you must open a Known Error record to continue advancing through Error Control.
