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 > Security > Service Desk security roles and settings

Service Desk security roles and settings

The out-of-box security roles for the Service Desk module include the following:

service tech
service desk agent
service desk analyst
service desk manager
self service
approver
service desk process owner

Tip If you have upgraded from a previous version of Service Desk, which is not Process Designer based, see Service Desk security profiles mappings for more information about the mappings between the legacy Service Desk profiles and the current Process Designer security roles.

Out-of-box role rights

Based on the mapping rules, the rights and settings in previous security profiles are mapped to the rights and settings in the Service Desk area specified in the corresponding security roles. See the table below for the out-of-box security rights of the new security roles in the Service Desk area and the Service Desk Configuration area. This table only lists the new security roles that have different settings with the default rights.

Area Name	Role Name	View	New	Update	Delete/Close	Modify Template	Expert	Admin
Service Desk	service desk analyst	TRUE	TRUE	Always	Always	FALSE	TRUE	FALSE
	service desk manager	TRUE	TRUE	Always	Always	TRUE	TRUE	FALSE
	service desk process owner	TRUE	TRUE	Always	Always	TRUE	TRUE	TRUE
	system administrator	TRUE	TRUE	Always	Always	TRUE	TRUE	TRUE
Service Desk Configuration	service desk manager	TRUE	TRUE	Always	Always	FALSE	FALSE	FALSE
	service desk process owner	TRUE	FALSE	Never	Never	FALSE	FALSE	FALSE
	system administrator	TRUE	TRUE	Always	Always	TRUE	TRUE	TRUE

For information about the out-of-box role rights in the Common Configuration area, see Out-of-box role rights in the Common Configuration area.

Send Help Center feedback