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

Administer > Application setup > Controlling user access and security > Environment record > Service Manager record relationship models > Full Service Desk model

Full Service Desk model

In this model, the state of a Service Desk interaction record changes when each related record closes, depending on the value of the Notify By field in the interaction record. The following notification options are available.

Option	Description
None	The interaction record closes.
E-mail	Service Desk sends an email to the contact listed in the interaction record. The email informs the contact that the related record is closed. Service Desk closes the interaction record.
Page	Service Desk sends a page to the contact listed in the interaction record. Service Desk closes the interaction record.
Telephone	The interaction record has a required action. This action describes why the customer must be contacted. It also prevents the interaction record from closing until all required actions are complete. The interaction record goes into the Callback state.

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