Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Develop > Processes and Best Practices Guide > Incident Management Workflows > Complaint Handling (process SO 2.9)

Complaint Handling (process SO 2.9)

Complaint Handling is the process by which the Service Desk Manager handles complaints. The Complaint category is typically used to indicate less than satisfactory service received by a user in the support or service delivery categories.

When the Service Desk Manager receives assigned incidents in the Incident or To Do queue, the manager accepts the incident. The manager investigates the cause of the complaint by evaluating the relevant information and talking to the people involved. The manager searches for an answer or solution to satisfy the user who filed the complaint, updates the incident with the agreed on details, and then closes the incident. You can see the details of this process in the following figure and table.

The Complaint Handling workflow is illustrated in the following figure:

Complaint Handling process
Process ID	Procedure or Decision	Description	Role
SO 2.9.1	Review complaint information	The Service Desk Manager monitors the incident queue and reviews assigned incidents. The Service Desk Manager checks the contents of the complaint.	Service Desk Manager
SO 2.9.2	Accept complaint	The Service Desk Manager accepts the incident to investigate the cause of the complaint.	Service Desk Manager
SO 2.9.3	Investigate complaint cause	The Service Desk Manager investigates the cause of the complaint by looking at the relevant information and talking to the people involved. The Service Desk Manager also searches for an answer or solution to satisfy the user who filed the complaint.	Service Desk Manager
SO 2.9.4	Assess/ Relate associated records	The Service Desk Manager assesses the associated records and relates them to existing records if necessary.	Service Desk Manager
SO 2.9.5	Escalate to company complaints process?	The Service Desk Manager assesses the complaint and determines whether it is within the scope of the Company Complaints Process. If escalation is necessary, go to SO 2.9.6. If not, go to SO 2.9.10.	Service Desk Manager
SO 2.9.6	Company complaints process	The Service Desk Manager escalates to have the complaint registered in the Company Complaints process and updates the Incident record.	Service Desk Manager
SO 2.9.7	Monitor company complain record	The Service Desk Manager monitors the complaint through the company complaint process.	Service Desk Manager
SO 2.9.8	Complaint resolved?	If the complaint is resolved, continue to SO 2.9.9. If not, go to SO 2.9.7.	Service Desk Manager
SO 2.9.9	Action required?	If the complaint has been resolved but further action must be taken, go to SO 2.9.10. If no further action is required, go to SO 2.9.11.	Service Desk Manager
SO 2.9.10	Take action to conciliate the user	The Service Desk Manager contacts the user to solve the user's issue and tries to reach an agreement.	Service Desk Manager
SO 2.9.11	Update and close complaint	The Service Desk Manager updates the incident with the agreed on details and closes the incident.	Service Desk Manager

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