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 workflows and user tasks
- Problem Management views
- Find problem candidates
- Review incidents
- Create a new problem from an incident
- Create a new problem not based on an incident
- Associate a problem with an existing incident
- Associate a problem with an existing problem
- View records related to a problem
- Create a new problem from a problem record
- Create a new problem from a user interaction
- Update a problem
- Evaluate a problem
- Schedule a problem
- Close a problem that will not be fixed
- Defer a problem
- Review deferred problems
- Reassign a problem for additional support
- Set a reminder for a problem record
- Document the root cause
- Document the workaround
- Access the knowledgebase
- Open a Problem Management task
- Investigate and diagnose a Problem Management task
- Close a problem task
- Test the workaround
- Close a problem
- Assign a Problem Management task
- Open a known error
- Update a known error
- Assign a known error record to schedule a fix
- Associate a change request with a known error record
- Close a known error
- Access Problem Management reports
- Example: Problem workflow
Associate a problem with an existing problem
Part of Workflow(s): Problem Management: Investigation
Applies to User roles: Problem Analyst, Problem Coordinator, Problem Manager
If you determine that a problem was caused by an existing problem record, you should link the problem with an existing problem record. It is important to link the problem, so you can determine the impact of the problem on your organization.
To associate a problem with an existing problem record, follow these steps:
- Click Problem Management > Search Problems.
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Use search or advanced search to find one or more records.
- Select an existing problem from the record list.
- In the Related Records tab, select Related Problems from the Link Type drop-down list, and the then click Link Existing Record.
- Specify the problem number or click Search to view the incident search form.
- Add optional filtering criteria, and then click Search again to display a problem record list.
- Double-click the problem record you want to associate with the current problem. The problem record ID is displayed.
- Click OK to link the problem record to the current problem.
- Click Cancel to stop the search and exit.
- Click Search to view the problem record search form again. Click Search again to redisplay the problem record list.
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Click OK. Problem Management populates the Related Records section with information about the related problem.
Related topics
Associate a problem with an existing incident
Create a new problem from a problem record
