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 (Streamlined Interaction) > Service Desk administration > Enable streamlined interaction

Enable streamlined interaction

Applies to User Roles:

System Administrator

To enable the streamlined interaction solution, follow these steps:

Click Service Desk > Administration > Settings in the System Navigator, and then clear the Enable “Create New Interaction” Menu Entry option.

Manually change the workflows that are associated to interaction categories to the streamlined interaction workflows according to the following table:

Interaction category	Associated workflow in SM Codeless (Out-of-box)	Workflow for streamlined interaction	Fulfillment process to be triggered from a streamlined interaction
incident	ServiceDesk	Streamlined Service Desk	Incident Management
request for information	ServiceDesk	Streamlined Service Desk	Request Fulfillment
problem	ServiceDesk	Streamlined Service Desk	Problem Management
service request	ServiceDesk	Streamlined Service Desk	Request Fulfillment
request for administration	ServiceDesk	Streamlined Service Desk	Request Fulfillment
request for change	ServiceDesk	Streamlined Service Desk	Change Management
support catalog	N/A	Streamlined Service Desk	Support Catalog (Request a non-cart item) After you order a support catalog item, based on the connector definition of the ordered item, a fulfillment record is created and linked to the interaction.
service catalog	Service Catalog	Streamlined Service Catalog	Service Catalog (Request a service catalog item or bundle) After you order an item or bundle, based on the connector definition of the ordered item or bundle, one or more fulfillment records are created and linked to the interaction.
complaint	ServiceDesk	Streamlined Complaint or Compliment	Complaint process (the "Streamlined Complaint or Compliment" workflow) in Service Desk.
compliment	ServiceDesk	Streamlined Complaint or Compliment	Compliment process (the "Streamlined Complaint or Compliment" workflow) in Service Desk

Manually activate the "support catalog" interaction category (that is, set the Active setting to TRUE).
(Optional) Enable the following out-of-box views for Streamlined Interaction by changing the Audience and Ownership from the default value ("falcon") to the appropriate operators in your organization:

Folder:
- Streamlined Service Desk
Views:
- Interactions with initial Process Target – Breached;
- Interactions with initial Process Target – Breach within 1 hour;
- Interactions with initial Process Target – Breach within 4 hours;
- Open Complaints and Compliments Assigned to Me
Log out and log back on.

Now, the streamlined interaction is enabled and you can create streamlined interactions from Service Desk > Create Streamlined Interaction.

Note If Smart Analytics is enabled, the menu entry for streamlined interaction is still Create Smart Interaction after you enable streamlined interaction, but the underlined interaction workflows are now supported by streamlined interaction. For more information, see Consolidated menu entry for interaction creation.

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