Confidential requests

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)`

Existing customers using versions earlier than April 2016 who do not yet have this feature activated can do so by following the instructions in the Activating features section. See Confidential requests.

When activated, this feature enables requests - created from an appropriately configured offering - to be hidden from the Requested for user in the Service Portal. For example, a manager may create a confidential request for an employee. The manager (the Requested by user) is able to view the request, but the employee (the Requested for user) is not able to view the request.

Confidential requests are set at the offering level. A request created from such an offering is, by default, confidential.

When creating the request from such an offering, the agent can override the default so that the request is no longer confidential. In addition, you can use business rules to apply in specific situations and override the default. For more information about business rules, see Record Management business rules.

To configure an offering for confidential requests:

From the main menu, select Plan > Service Catalog > Offerings.

Select the offering you want to configure.

To filter the record list, click the Add filter button. For more information, see Filters.