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 (Streamlined Interaction) > Service Desk workflows and user tasks > Check request fulfillment status by Service Portal order or request number

Check request fulfillment status by Service Portal order or request number

User roles: Service Desk Agent

When a user orders one or more catalog items from Service Portal, an order is generated in Service Portal and one or more interactions are created in Service Management accordingly. Also, when a user submits a support request from Service Portal, a request is generated in Service Portal and an interaction record is created in Service Management (SM).

To help you check the request fulfillment status, Service Management automatically populates the Portal Order ID and Portal Request ID fields of the interaction record as follows:

If the interaction record is created from a service request, the two fields are populated with the corresponding order number and request number from Service Portal.
If the interaction record is created from a support request, the Portal Order ID field is left blank and the Portal Request ID field is populated with the support request number from Service Portal.

The values of the two fields use different formats in different scenarios, as described in the following table.

Scenario	Portal Order ID format	Portal Request ID format
The user submits a support request in Service Portal.	Blank	PTxxx
The user orders a single SM catalog item in one shopping cart.	PORxxx	PRxxx
The user orders multiple SM catalog items in one shopping cart.	PORxxx	ORDxxx
The user orders a Service Portal bundle containing one or more SM catalog items in one shopping cart.	PORxxx	PRxxx
The user orders multiple SM catalog items and a Service Portal bundle containing one or more SM catalog items in one shopping cart.	For the bundle: PORxxx For the multiple items: PORxxx	For the bundle: PRxxx For the multiple items: ORDxxx

Both of the fields are available on the Interaction search form so that you can check user request fulfillment status by them. To do this, follow these steps:

Log in to Service Management as a Service Desk Agent.
Navigate to Service Desk > Search Interactions.
In the Portal Order ID field or the Portal Request ID field , enter the order number or the request number of a service request or support request submitted from Service Portal.
Click Search.
Open the right interaction record or records and view the fulfillment details.

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