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 > Views and favorites administration > Autoformatting > Add a new autoformatting rule

Add a new autoformatting rule

Applies to User Roles:

System Administrator

To add a new autoformatting rule, follow these steps:

From the System Navigator, click Service Desk > Interaction Queue.
From the Queue menu, select Approval to open the Approval Queue.
Click More or the More Actions icon, and then Customize Current View.

The Configure View Properties wizard opens.
Click the Autoformat button.
Click the Add Rule button to open a new autoformat rule.
1. Type a name in the name field.
2. Select a color from the list in the Color field.
3. Select a field for your new rule in the Field list.
4. Select an operator in the Operator field, such as starts with.
5. In the next field, select a comparison value, such as a to establish the rule starts with the letter a.
Click Next to view a list of current rule definitions. The Configure Autoformat Rules form opens.

You can use this form to perform the following operations:
- Add, edit, or remove autoformatting rules
- Move the order of rules up or down; the first in the order overrides the others
- Return to the main Configure View Properties wizard form
Click Next to return to Configure View Properties.
Click Next for the new rule to take effect.

The records that match your rule criteria now display in the color selected for this rule.