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 > Request Fulfillment Workflows > Request Logging (process SO 3.2)

Request Logging (process SO 3.2)

All Service Requests must be fully logged and date/time stamped, regardless of whether they are raised through a Service Desk, RFC, telephone call, or email. Allocating suitable request categorization code should take place at the very beginning of the logging process, so that the exact type of the request is recorded. Besides the categorization code, allocating appropriate prioritization code and determining assignment group/person to fulfill the request are also the important steps in the Request Logging process.

The following user roles can perform Request Logging:

Request Coordinator

Details for this process can be seen in the following figure and table.

The Request Logging workflow is illustrated in the following figure:

Request Logging process
Process ID	Procedure or Decision	Description	Role
SO 3.2.1	Request Categorization	Before request details are recorded, the appropriate request model (grouped by request category/sub-category) or request category should be chosen based on the type of request being fulfilled.	Request Coordinator
SO 3.2.2	Request Logging	All relevant information of the request must be logged so that a full historical record is maintained. The information needed for a Service Request is listed in the "Request Fulfillment Details" section.	Request Coordinator
SO 3.2.3	Request Prioritization	Appropriate prioritization code helps to determine how the Service Request is handled by support tools and support staff. Prioritization can normally be determined by both the urgency of the request (how quickly the business needs to have it fulfilled) and the level of impact it is causing.	Request Coordinator
SO 3.2.4	Request Assignment	In the request logging stage, the assignment group/person of the Service Request is determined either by a pre-defined assignment rule or Request Coordinator.	Request Coordinator

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