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 > Service Desk Workflows > Interaction Handling (process SO 0.2)

Interaction Handling (process SO 0.2)

The service desk is responsible for handling all user interactions received by the self-service Web portal, email, or phone. The service desk attempts to resolve an interaction when the user makes first contact with the service desk. Interaction Handling includes the registration and preliminary investigation of interactions including the matching against open incidents, problems, known errors, and the knowledgebase to maximize the first-line solving ratio.

When the service desk cannot close an interaction on first contact, the Service Desk agent escalates it to Incident Management, Change Management, or Request Fulfillment.

You can see the details of this process in the following figure and table.

Interaction Handling (SO 0.2) is illustrated in the following figure:

Interaction Handling (SO 0.2) process
Process ID	Procedure or Decision	Description	Role
SO 0.2.1	Register New Interaction?	If the interaction is new, go to SO 0.2.5. If not, go to SO 0.2.2.	Service Desk Agent
SO 0.2.2	Link User details to Interaction submitted from Self-Service	Fill in the name of the caller in the Contact Person field and the name of the user in the Service Recipient field (if different).	Service Desk Agent
SO 0.2.3	Determine affected service	In the Affected Service field, select the service that matches the user request. Then, go to SO 0.2.9.	Service Desk Agent
SO 0.2.4	Monitor for Self-Service newly created Interactions	If there are new Interactions, follow the same Interaction registration process.	Service Desk Agent
SO 0.2.5	Select Interaction category	Select the appropriate Interaction category from the available category list, and then go to SO 0.2.6.	Service Desk Agent
SO 0.2.6	Apply Interaction Template (if appropriate)	If there is an interaction model available, apply the model to quickly define the interaction. If no model exists, the default interaction settings are shown.	Service Desk Agent
SO 0.2.7	Follow Template instructions	The predefined fields are filled in from the model.	Service Desk Agent
SO 0.2.8	Manually fill out Interaction details	Fill out the required interaction details such as short title, a full description, Contact, Service Recipient, and Affected Service. In addition, select the applicable impact and urgency. The assignment group is automatically filled in, based on the Service Desk Group configured in the Service Desk environment record.	Service Desk Agent
SO 0.2.9	Provide update details to User	Inform the user of recent updates made by Analysts, and then update the interaction by stating that the user requested an update.	Service Desk Agent
SO 0.2.10	Monitor for Self-Service Interaction Updates	If Interactions are updated, they must be reassessed and a new incident may need to be opened.	Service Desk Agent
SO 0.2.11	Assess Interaction Update	Evaluate Interactions that have been updated or resubmitted.	Service Desk Agent
SO 0.2.12	Open new Incident?	If the user is unhappy with a solution provided and a new incident must be opened, go to SO 0.2.13. If not, go to SO 0.2.16.	Service Desk Agent
SO 0.2.13	Open new Incident allowed?	If opening a new incident is allowed due to a user request during a specific period after solution notification, go to SO 0.2.14. If not, go to SO 0.2.6.	Service Desk Agent
SO 0.2.14	Open new Incident	Because the previously registered incident was solved incorrectly, open a new incident and provide an update that states the reason that the incident was created.	Service Desk Agent
SO 0.2.15	Complete/Update Interaction details & Relate to Incident	Relate the interaction to the open incident.	Service Desk Agent
SO 0.2.16	User requesting closure?	If the user is requesting the incident be closed, go to SO 0.2.17. If not, go to SO 0.2.19.	Service Desk Agent
SO 0.2.17	Update/Close related records	Update the related record as needed and close it.	Service Desk Agent
SO 0.2.18	Withdraw Interaction if appropriate	Withdraw the interaction if this registration is not needed anymore.	Service Desk Agent
SO 0.2.19	Review/Manage records	Review the records and take action accordingly.	Service Desk Agent
SO 0.2.20	Withdraw Interaction if appropriate	Withdraw the interaction if this registration is not needed anymore.	Service Desk Agent

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