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.
Search for | Example | Results |
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A single word | cat
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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 |
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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
Example: Problem workflow
The following example demonstrates the minimum needed steps to resolve the out-of-box Problem workflow:
Phase | User Actions | Options |
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Logging |
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This is the phase that is initiated when an end user Opens a New Problem (Problem Management > Open a New Problem). Note The out-of-box default category is -None-. You can change the default category in Problem Management > Administration > Settings |
Categorization |
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From the Categorization Phase, you can also move to any of the following:
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Investigation |
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From the Investigation Phase, you can also move to any of the following:
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Resolution |
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From the Resolution Phase, you can also move to any of the following:
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Review |
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From the Review Phase, you can also move to any of the following:
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Closure |
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In all the phases except the Logging, Abandonment, and Closure phases, you can create or link a known error from the Related Records tab of the problem record.
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In all the phases except the Logging, Abandonment, and Closure phases, you can create a problem task by clicking the Link New Task button. All tasks must be closed before you can close a Problem.