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

Conversation roles

ITSMA Service Management Collaboration defines the following conversation roles.

Participants:
A participant is defined as a user who has posted at least one message to a conversation, or a user who has been added to a conversation.

Any participant can add other IT Collaboration users to a conversation, as well as remove themselves and other participants. A maximum of 200 participants can participate in a conversation.
IT Collaboration users:

All valid Service Management IT operators are defined as IT Collaboration users. When IT operators do not log on to Service Management but are available on the Microsoft Skype for Business client, they can be invited to an IT Collaboration conversation by using Skype after the Skype integration is set up.
Skype users:

The IT Collaboration users who do not log on to Service Management but are available on Microsoft Skype for Business 2016.
End users:

The Employee Self-Service (ESS) users and the Service Portal users who access Service Management web client by using a web browser. The end users can collaborate with Service Management Service Desk agents in End User Chat. They can also be invited to an IT Collaboration conversation by using Skype after the Skype integration is set up.