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. The Search Text field enables you to perform a free text search. The free text search instructs the system to search against the external reference, title, Problem and workaround properties for Known Issues within the Knowledge Bank.
  3. Select an option from All Words and Any Words.

Selecting All Words will instruct the system to search for all the words you typed into the Search Text field. Known Issues with words that match all the text specified will be returned in this search. However, this option does not take into account the sequence of the words specified. If you want to search for text in a knowledge entry in the sequence you entered them in the Search Text field, use the Exact option.

Selecting Any Words will instruct the system to search on any of the words you typed into the Search Text field. Knowledge entries 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. Below the All Words and Any Words options, the additional text search options are displayed:

·         Related: Knowledge entries 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”.

·         Exact: Select this option to search for knowledge entries with the word or words specified in the Search Text field. This option will return entries in which the body text contains any or all words as specified in the Search Text field, not necessarily in the same order. Selecting Exact will not retrieve text that has another form of the word or a synonym. For example, if you specify “Join” in text box, the search will not retrieve “Joined” as a match. Note that this type of search does not include an exact phrase search. To search for an exact phrase, the words for which you are searching must be specified within quotation marks.

·         Regular Expressions: Select this option to search for knowledge entries with regular expressions associated with the words 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:

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

b.     _ - To search for any single character.

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

d.     [^] – 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 an article based on the article number, type the article # in the Article # field.
  2. Select an article profile type from the Profile Type list. A sub-profile list is displayed if it is defined. Select a sub-profile from the Sub-Profile list.  
  3. Select a service from the Service list.
  4. Select a Problem type from the Type list.  A lower type tier is displayed if it is defined. Select a sub-type from the Sub-Type list.
  5. Click Search. Your search results are displayed in a summary format based on the sort option you specified.

If your search does not yield any results, the following message is displayed “No Results Matching Criteria”.

            You can select to view more information on the specific entry.

 

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