To Search for Known Issues

Known Issues are documented when an Incident has been investigated and a solution or workaround has been implemented.  Known Issues represent an identified Problem that has occurred one or more times in the past and is expected to occur again. Known Issues are a component of the Knowledge Bank.

You can search for Known Issues to find a resolution to your Problem before logging an Incident.

To search for Known Issues, follow these steps:

  1. Select the Known Issues menu option. The Known Issues page is displayed.
  2. Type the word or words you are searching for in the Search Text field. The text may be a form of the word or words, or a regular expression depending on the Search Type selection.
  3. Select an option from All Words and Any Words.

Selecting All Words will instruct the system to search for Known Issues containing all the words you typed into the Search Text field. However, this option does not take into account the sequence of the words specified. To search for an exact phrase, the words for which you are searching must be specified within quotation marks.

Selecting Any Words will instruct the system to search on any of the words you typed into the Search Text field. Known Issues with one or more words that match the text specified will be returned in this search.

Example: Network Problems

All Words: This option will instruct the system to search for “Network Problems” and return results that contain the phrase “Network Problems”

Any Words: This option will instruct the system to search for “Network” and “Problems”. This search will return results that contain the word “Network” or “Problem”.

  1. Select a Search Type. The search type options are:

·         Exact: Selecting Exact will retrieve Known Issues containing exactly the words entered in Search Text. It will not retrieve entries that have another form of the word or a synonym of the word. For example, if you specify “Join” in text box, the search will not retrieve “Joined” as a match. Note that this type of search is not an exact phrase search. To search for an exact phrase, the words for which you are searching must be specified within quotation marks.

·         Related: Known Issues that contain synonyms or words that are similar to the text entered in the Search Text field will be returned in the search. For example, if you specify the search text as “Cloning”, the search will locate entries that have any form of the search text, such as “clone” and “cloned”.

·         Regular Expressions: Select this option to search Known Issues using the regular expression specified in the Search Text field. Regular expressions include wildcard characters such as an underscore (_) to represent one character or percentage (%) to represent zero or more characters. Usage of regular expressions is specific to the database engine you are using: SQL Server or Oracle. Regular expressions are limited to searching for individual words and therefore exclude any punctuation and white space specified in the search text. The following wild card characters are supported for SQL Server and Oracle:

o        % - To search for any string of zero or more characters.

o        _ - To search for any single character.

o        [] – Any single character within the specified range. For example, the range [a-f] or the set [abcdef].

o        [^] – Any single character not within the specified range. For example, not in the range [^a-f] or not in the set [^abcdef].

  1. To search for Known Issues based on the article number, type the article numbers in the Article Numbers field.
  2. Click in the Profile field and select a profile type from the list. If sub-profiles are defined for the profile selected, a list is displayed below the Profile list. Select a sub-profile from the list. Further sub-profiles may appear if they are defined for the selected sub-profile.
  3. To search for Known Issues related to a CMBD Item, type a CMDB item name or reference number in the CMDB Item field or click to display the Review CMDB Items page. After selecting an item, you will return to the Known Issues page.
  4. Click in the Type field and select a issue type from the list. If a sub-type is defined for the type selected, a list is displayed from which to select. Select a sub-type from the list. Further sub-types may appear if they are defined for the selected sub-type.
  5. Click Search. Your search results are displayed in a summary format.

If your search does not yield any results, the following message is displayed “No Results Matching Criteria”. Click the Back button to return to the Known Issues page. Your previous field entries are retained. Modify them and try your search again.

  1. Click to view details on the specific Known Issue.

 

Navigation

Main Menu

Glossary