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
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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
Reassign a problem for additional support
Part of Workflow(s): Problem Management: Investigation
Applies to User roles: Problem Manager
After the Problem Manager has reviewed the outstanding problems and known error records and determined that the action needed is to escalate the problem for further investigation, the Problem Manager reassigns the problem record to another level of support.
To reassign a problem record, follow these steps:
- Click Problem Management > Search Problems
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Use search or advanced search to find one or more records. If you searched for a specific problem ID, the problem record you specified opens. Otherwise a list of problem records opens.
- Double-click the problem record that you want to reassign.
- Update the Status to Work in progress.
- Clear the assignment group in the Assignment Group field, and then click Fill to select a new assignment group.
- Clear the assignee in the Assignee field, and then click Fill to select an assignee from the new assignment group.
- In the Activities tab, click the New Update Type field list and select the applicable update type.
- In the New Update field, type notes to include your current activity update.
- Click Save & Exit.
Related topics
Using Problem Management
Problem Management searches
More Actions menu
Close a known error
Close a problem
Review deferred problems
Schedule a problem
Set a reminder for a problem record
Update a problem
View records related to a problem
