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 |
|---|---|---|
|
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
|
| 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
Problem Management views
Part of Workflow(s): All
The Problem Management views contained in the Favorites and Dashboards navigation pane allow you to easily and quickly access specific types of records, including known errors, problems, and problem tasks.
Note Service Manager provides default Problem Management views. Views that are available to a specific role or roles are noted below.
Available views for known errors
Click Favorites and Dashboards > Problem Management > Known Error.
The following views are available to the Problem Analyst:
- All Open Known Errors
- Open Known Errors Assigned to Me
- Open Known Errors Assigned to My Group
The following views are available to the Problem Coordinator:
- All Open Known Errors
- Open Known Errors Assigned to My Group
The following views are available to the Problem Manager:
- All Open Known Errors
- Known Errors Not Assigned in Known error investigation Phase
- Known Errors Where Solution Time Is Not Met
Available views for problems
Click Favorites and Dashboards > Problem Management > Problem.
The following views are available to the Problem Analyst:
- All Open Problems
- High Priority Problems
- Open Problems Assigned to My Group
- Problem Tickets Owned by Me
The following views are available to the Problem Coordinator:
- All Open Problems
- High Priority Problems
- Open Problems Assigned to Me
- Open Problems Assigned to My Group
- Problem Tickets Owned by Me
The following views are available to the Problem Manager:
- All Open Problems
- High Priority Problems
- Open Problems Assigned to Me
- Problems in Problem Prioritization and Planning Phase
- Problems Not Assigned in Problem Investigation and Diagnosis Phase
- Problem Tickets Owned by Me
Available views for problem tasks
Click Favorites and Dashboards > Problem Management > Problem Tasks.
The following views are available to the Problem Analyst:
- All Open Problem Tasks Assigned to Me
Related topics
