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

Enabling ITIL Processes

By activating CI push from UCMDB to SM the user facilitates ITIL processes such as Incident, Problem and Change Management in SM.

SM utilizes the data pushed from UCMDB in the following modules:

Incident Management: the Service Desk operator (SD Agent) selects the “Service” and the “Affected CI” for the specific Incident record.
Problem Management: the SD agent selects the “Service” and the “Primary CI” for the specific Problem record.
Change Management: the SD agent selects the “Service” and the “Affected CI(s)” for the specific Change record.

In each of the previously mentioned ITIL processes, SM utilizes CI information for Service, Affected CIs and Primary CIs that all originate in UCMDB.