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 Smart Ticket in Service Portal

Create a Smart Ticket in Service Portal

User Roles: Self-service Users

To submit a support request in Service Portal, follow these steps:

Log on to Service Portal.
Click Request Support.
Click Generic SM Support Catalog Item.
In the Title field, enter a title for the request.
In the Description field, enter a description for your request.
In the Requested For field, select a person if you are requesting the item for another person.
Update the contact information as needed.
In the Urgency field, select a value.
(Optional) In the Attachments section, add one or more attachments. For example, a screenshot of the error message.
Fill in other required information.
Click Submit.

An interaction is now created. The fields defined in the Smart Ticket configuration are automatically filled by Smart Analytics.

Note In an out-of-box Service Manager system, the Smart Ticket OCR feature will save and display the extracted image content in the Description fields of the interaction record and the support request.

Send Help Center feedback