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

Use > Service Desk > Service Desk overview > What is a Service Desk interaction? > Notify By field

Notify By field

The Notify By field specifies how to contact the person or customer who initiated an interaction. If the interaction record is associated with another record, the information in the Notify By field affects how the interaction record is closed. For example, if you associate an incident record to an interaction record, the related interaction record closes according to the information in the Notify By field when the incident record is closed.

Notify By setting	Description
None	The interaction record closes.
Email	ITSMA Service Management sends an email to the contact who is listed in the interaction record to inform the contact that the related record is closed. ITSMA Service Management then closes the interaction record.
Telephone	Notification by telephone adds a required action to the interaction record. The required action explains why the customer needs to be called back. This setting also prevents the interaction record from being closed until all required actions are complete.

Note

An administrator can add page and fax notifications.
In Service Manager Codeless, you can configure HTML Rulesets from the workflow to send notifications as needed.

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