Access the knowledgebase

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Part of Workflow(s): Problem Management: Categorization

Problem Management: Investigation

Applies to User roles: Problem Analyst

Problem Coordinator

Problem Manager

The central knowledgebase is the default database for any knowledge search in Service Manager. You can search the knowledgebase by using the standard Service Manager knowledge application, or you can choose other knowledgebases to search.

To access the Service Manager knowledgebase, follow these steps:

Click Problem Management > Search Knowledgebase.

Use search or advanced search to find one or more records. For example, type a word or phrase in the Search for field.

Note You can search for the following libraries: