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

Search for a solution

User roles: All users

While creating or updating an Interaction, Incident, or Problem record, you can search for a solution to assist in solving your problem.

To search for a solution, follow these steps:

While creating or updating a record, click More or the More Actions icon, and then select Search Knowledge.

The search uses the mapped fields to display a search results list of possible similar records or other knowledge documents.
Click the hyperlink to view a particular document.
Use the results from your search to determine how to proceed. For example, you can view another record from the search results or use the data from the search to update the record you are working on.