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

Service Manager out-of-box predicates

ITSMA Service Management provides the following out-of-box predicates that can be used directly in AIML templates.

Predicate	Description
problemDesc	Problem description.
smLoginUser	End User's ID for Service Management login.
smLoginUserFullName	End User's full name for Service Management login.
smBotId	Virtual agent ID.
smSdChatId	Service Desk chat request record ID.
MULTIPLE_SENTENCES_INPUT	In AIML standard, a user input sentence is split to multiple sub-sentences if the sentence includes periods (.), question marks (?), or exclamation marks (!). The system performs a match for each sub-sentence and combines all the matched responses together as the final output to the end user during the conversation. However, this is not expected when a Service Management virtual agent is solving an end user's issue. You can use the MULTIPLE_SENTENCES_INPUT predicate to keep the integrity of an end user's issue description and perform an IDOL search for the complete sentence.
ATE_MULTIPLE_SENTENCES_INPUT	ATE_MULTIPLE_SENTENCES_INPUT is a chat predicate key to set a flag and indicate whether a virtual agent needs to continue handling the subsequent sentences or not. When you set this predicate to `true`, a virtual agent regards the current template as the final output to the end user. All previously matched responses are abandoned and all subsequent sentences in the same request are ignored.

In addition, you need to define and assign values to the following predicates in either a JavaScript or in an AIML template.

Locations	Predicate	Description
Define in Javascript	BOTCUSTPREDICATE_SMIDOLSEARCH1/ BOTCUSTPREDICATE_SMIDOLSEARCH2/ BOTCUSTPREDICATE_SMIDOLSEARCH3...	Solutions from IDOL search.
Define in AIML template	smChatClosureCode	Closure codes when a virtual agent closes a Service Desk chat request ticket.