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
Investigate and diagnose a Problem Management task
Part of Workflow(s): Active
Applies to User roles: Problem Analyst
A Problem Coordinator will assign a problem task to the Problem Analyst who has the required skills and resources to investigate the problem. The Problem Analyst is then expected to take the information provided in the task to investigate and duplicate the problem, and then find a root cause and determine a workaround for it.
To work with a current problem task, follow these steps:
- Click Problem Management > Problem Task Queue or view your To Do list.
- Select the target record. You can see the description of the problem, due date, category, urgency, and other details provided in the task.
- In the Status field, update the status to Work In Progress.
- You can begin your investigation, trying to reproduce the problem so that it is clear to you what went wrong. You can also search incident records to see if any might match the problem. For information on associating a problem record with an incident record(s), see the related topics.
- If you cannot reproduce the problem, document your activities in the Activities tab. To do this, follow these steps:
- In the New Update Type drop-down list, select the applicable update code.
In the New Update field, add notes to document what you did while trying to investigate, diagnose, and duplicate the problem. Include your time spent performing the investigation.
- Notify the Problem Coordinator so the coordinator can determine what other resources and skills are required to diagnose the problem.
- Click Close Task.
- If you find the root cause and determine a workaround, document your workaround in the Activities tab. To do this, follow these steps:
- In the New Update Type field list, select the applicable update code.
In the New Update field, add notes to document what you did to duplicate the problem and type a description of the temporary workaround to fix the problem. Include your time spent during the investigation.
- Click Save & Exit.
- Test your workaround, and then document the results in the problem task.
