Document the workaround

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: Investigation

Applies to User roles: Problem Analyst, Problem Coordinator, Problem Manager

A workaround is a temporary solution to a problem. It might be a strategy that diverts your work flow around the affected configuration item or changes the service temporarily until the problem is resolved. For example, the workaround for a planned maintenance outage on printer A is to create a temporary connection to printer B. The additional number of users for printer B will increase the workload beyond normal levels, but the users for printer A can continue working until it returns to full service.

When the workaround is documented by the assigned Problem Analyst or Problem Coordinator, it also becomes the workaround in the known error record. Once the workaround is validated, you should inform the affected stakeholders.

When a workaround description is entered and saved in a problem record, Problem Management automatically records the workaround information in the related incident, if the incident is still open.

To document a workaround, follow these steps:

Click Problem Management > Search Problems.

Use search or advanced search to find one or more records.

Select the record to update.

In the Investigation and Resolution tab, type the workaround in the Suggested Workaround field.

In the Activities tab, select the applicable update type in the New Update Type field.

In the New Update field, type notes to include your current activity update.

Click Save & Exit.

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