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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Problem Control activities
Service Manager has an action for each ITIL-defined problem Control activity.
| ITIL activity | ITIL workflow | Service Manager phases | Possible Service Manager actions |
|---|---|---|---|
| Problem Control | Problem Identification | Problem Identification and Classification | Click Problem Management > Problem Control > Create New Problem.
or Click Problem Management > Problem Control > Search Problems. |
| Problem Classification | |||
| Problem Investigation | Problem Investigation and Diagnosis | Click Problem Management > Problem Control > Search Problems. You can: Select a problem record that is in the problem Investigation and Diagnosis phase. Click More or the More Actions menu and choose Open Known Error to create a known error record. or Select a problem record that is in the problem Investigation and Diagnosis phase. Click More or the More Actions menu and choose Create Task to create a problem task record. Click Problem Management > Problem Tasks > Search Problem Management Tasks. |
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| Problem resolution |
Related topics
