How to open an existing request in Live Support

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)`

Live Support can open existing requests. To go to the Live Support page, select Run > Service Request > Live Support.

To open an existing request:

Find the request.

If the request you want is not automatically displayed, you can find it in one of the following ways:

Type the ID in the Request ID box at the top of the page.
Select the user, and choose from the list of recent requests.
Select the user, and type the ID or keywords in the search box at the top of the list of recent requests.

Select the request.

Click Work on this icon . Service Management displays the request details.

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