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 Desk > Service Desk overview > What is a Service Desk interaction? > Required actions

Required actions

The Required Actions function enables you to track the steps that are necessary to resolve an interaction record. You can view any required actions for an interaction record by opening the Required Actions section of the interaction form. The Required Actions section is available only for interaction records that have required actions. You can add a required action to existing interaction records that have related incident records only. You cannot close an interaction record that is associated to incomplete required actions.

For example, if you use the Full Help Desk model to close an interaction and the Notify By field is set to "telephone" a required action is automatically created and must be closed before the interaction can be closed. Therefore, the Service Desk Agent is required to call the customer and verify the issue is fixed, close the required action, and then close the interaction.

Send Help Center feedback