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 Manager Collaboration > Basic concepts in Service Manager Collaboration conversations > Notifications

Notifications

With ITSMA Service Management Collaboration notifications, you are always up-to-date with real-time incoming messages and new conversation invitations. The Collaboration notifications are rendered as notification badges (for example, ), which are displayed in different places, depending on whether the conversation window is minimized or not.

When the conversation window is minimized, the following behavior occurs:
- A notification badge appears on the Collaboration notification button showing the sum of the message number of all unread messages in all updated conversations.
When the conversation window is not minimized and there are multiple conversation tabs open, the following behaviors occur:
- A notification badge appears on the Collaboration notification button showing the sum of incoming messages in all conversations that are minimized. The incoming message numbers on all active/inactive conversation tabs in the conversation window are not included in the sum.
- New messages and new conversation invitations are displayed in the Conversation area of the currently active conversation immediately, without showing a red notification badge on the conversation tab.
- Notification badges appear on the inactive conversation tabs showing the incoming message number of updated conversations, respectively.

Service Management Collaboration recounts the numbers on the notification badges every time when you log in.

Note You will no longer receive messages or notifications from a conversation after clicking Quit Conversation. See Quit a conversation for more information.

Note Suppose an IT agent starts multiple sessions in Service Management by logging on to the web tier with the same user account in different web browsers. When the notifications are read in a session, the unread number displayed on the red badge does not decrease in other sessions.

HTML5 desktop notification

As of version 9.50, ITSMA Service Management web client also supports HTML5 desktop notification for incoming Collaboration conversation messages and new conversation invitations in the following scenarios:

When the browser is open and the Service Management web client is not the currently active webpage, the notification appears on the lower-right corner. Click this notification to return to the Service Management web client webpage.
When the browser is minimized, the browser window icon flashes in the taskbar. Click the browser window icon to return to the Service Management web client webpage.

Note Before using the HTML5 desktop notification feature,pay attention to your browser settings as follows:

If you are working with Google Chrome and Mozilla Firefox, you must configure the browser settings and allow the Service Management web client URL to show notifications.
If you are working with Internet Explorer, you must do the following:
- Turn off pop-up blocker.
- Clear the Display intranet sites in Campatibility View check box in Compatibility View Setting.
- Add the Service Management web client URL to the Trusted sites in Internet options.

Note You cannot get desktop notifications if the web browser is not active but is not minimized.

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