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 > Smart Analytics > Create a SmartTicket in power user view

Create a Smart Ticket in power user view

User Role: Service Desk Agent

To submit a request on behalf of a user in the power user view (index.do), follow these steps:

Log on to Service Manager.
Click Service Desk > Create Smart Interaction.
Fill in the name of the contact.
Type a description of the issue.
Click Smart Classification.

The fields such as Category and Affected Service are intelligently populated with the most likely values based on the analysis by SM Smart Analytics. Meanwhile, SM Smart Analytics also suggests some other possible values for you to choose from.

Note If you are not satisfied with the values suggested by SM Smart Analytics, you can click the Fill Field icon to manually choose a value for each field.
Click Continue. The full interaction form is displayed, and the corresponding fields are populated with the values that you specified in the previous step.
Complete the interaction with additional information if needed, and then proceed with your record accordingly.