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
Find problem candidates
Part of Workflow(s): Problem Management: Logging
Applies to User roles: Problem Coordinator
There are times when you may need to create a problem before any incidents are reported. Typically, such problems arise from periodic reviews of incident trend analysis or from vendor/supplier published issues. You can also obtain lists of specific incidents to review from your stakeholders, from external reporting systems, or by searching for incidents flagged as problem candidates. You should set up periodic reviews for all areas mentioned below, and any other areas that might be problematic.
To find problem candidates, follow these steps:
- Review known error information published by your suppliers to identify potential problems.
- Review events for all systems to identify potential functional problems.
- Review performance, capacity, and availability for all systems to identify potential performance and capacity issues.
- Review data provided by security management to identify potential security problems.
- Search for priority 1 incidents in the database. To do this, follow these steps:
- Open Problem Management > Search Problems.
- In the Look For list, select Incident.
- In the Priority field list, select 1 - Critical.
Use search or advanced search to find one or more records.Service Manager displays incidents with a priority of 1.
- Search for problem candidates. To do this, follow these steps:
- Open Problem Management > Search Problems.
- In the Look For list, select Problem.
- In the View list, select Open Problem Management Candidates.
- Use search or advanced search to find one or more records.Service Manager displays incidents flagged as problem candidates.
- Search for problem candidates in the incidents queue. To do this, follow these steps:
- Open Problem Management > Search Problems.
- In the Look For list, select Incident.
- In the View list, select All Open Incidents.
- Use search or advanced search to find one or more records.
- Refine your search by adding the following kinds of incidents, or other candidates, as required.
- Closed incidents
- Candidates resolved through a workaround or temporary fix
- Candidates not linked to problems or known errors
- Suspected problems (as identified by stakeholders)
Service Manager displays incidents that meet the search criteria.
Related topics
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