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 > Change Management > Change Management overview > Change records and CIs > Change Management Integration: Service Desk

Service Desk email notification

Email can be generated when an RFC is created, updated or closed and sent via standard email delivery tools to individuals or groups. Emails can be generated and sent automatically or manually.

Service Desk agents can be given access to the forward schedule of changes and their security roles used to control their access rights. You may want to assign them read-only access to the forward schedule of changes to avoid the entire Service Desk team from consuming change licenses.

If an Incident record has one or more related Change records, the Service Desk agent can click on the link to see the related RFC(s).

Additionally, Service Desk agents (or anyone using ITSMA Service Management) can use charts and views to get visibility into Change Management information, such as a list of Changes scheduled for the next week.

Users can easily create these charts and lists on the fly, and save them to their favorites, or they can be used to create dashboards for groups of users.

Authorized users can drill down into the details of records that are behind the charts and see individual records and their details.

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