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 Details > Interaction categories

Interaction categories

The category hierarchy was designed to support the ITIL 2011 model of service-centric support. It is a natural-language-based hierarchy meant to enable the Service Desk Agent to easily classify the Interaction. The three-level hierarchy (category, subcategory, and area) creates a “sentence” that clearly and uniquely defines the issue without ambiguity.

The category determines which process the record belongs to. Combined with the subcategory and area, it also is used for to report results and to determine the knowledgebase assignment for the event.

Note Since the category values represent best practices, customizing this data is not expected. The subcategory and area fields can be customized; however, they should cover the scope of the IT Service provisioning in natural language definition and should remain unmodified. If you choose to customize the subcategories and areas, be sure to set them up in a natural easy-to-follow hierarchy.

The categories, subcategories, and areas that come with Service Desk out-of-box are captured in this table.

Categories, subcategories, and areas
Category	Subcategory	Area
complaint	service delivery	availability
complaint	service delivery	functionality
complaint	service delivery	performance
complaint	support	incident resolution quality
complaint	support	incident resolution time
complaint	support	person
incident	access	authorization error
incident	access	login failure
incident	data	data or file corrupted
incident	data	data or file incorrect
incident	data	data or file missing
incident	data	storage limit exceeded
incident	facilities	hardware failure
incident	facilities	miscellaneous
incident	facilities	supplies
incident	failure	error message
incident	failure	function or feature not working
incident	failure	job failed
incident	failure	system down
incident	hardware	hardware failure
incident	hardware	missing or stolen
incident	performance	performance degradation
incident	performance	system or application hangs
incident	security	security breach
incident	security	security event/message
incident	security	virus alert
request for administration	grant access	grant access
request for administration	other	other
request for administration	password reset	password reset
request for change	service portfolio	new service
request for change	service portfolio	upgrade / new release
request for information	general information	general information
request for information	how to	how to
request for information	status	status
service catalog	service catalog	service catalog

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