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 workflows and user tasks > Callback mechanism

Callback mechanism

In the Full Service Desk Model, if you set the Notify By field to "Telephone" in an interaction and link the interaction to an incident, the interaction will automatically move to the Review phase and the Callback status once the related incident is closed and a Required Action record is associated with the interaction to track the customer callback activity prior to interaction closure.

When the interaction is in the Callback status, the system will not close the interaction automatically. To close the interaction, go to the Required Action tab, click for action details, and select "The customer agrees that the incident is fixed" after you call and confirm with the customer.

Tip To enable the Full Service Desk Model, go to Service Desk > Administration > Environment, and then select Full Service Desk Model in the Service Desk Record Relationship Models section.

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