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 Management

Administer > Administer the Service Management > Record Management > Fields > Cross-record field mapping > Mapping records created from a request record

Mapping records created from a request record

The following table list those fields and associations whose contents are, by default, copied to a record created from a request record.

Request record to new incident record

Request record field	Incident record field
Category	Category
Data domains	Data domains
Description	Description
Device affected by request	Device affected by incident
Expected resolution time	Expected resolution time
Help desk group	Service desk group
Impact	Impact
Priority	Priority
Report location	Location
Requested by	Reported by
Service	Service
System element affected by request	System element affected by incident
Title	Title
Urgency	Urgency