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

Use > Run > Service Request Management > Service Request Management procedures > How to deal with a Live Support call

How to deal with a Live Support call

To view the Live Support page, select Run > Service Request > Live Support.

If you have location-based Live Support enabled, see How to deal with a Live Support call with location-based support enabled.

Live Support page

The Live Support page contains tools to help you process requests efficiently.

Information Ribbon

UI element	Description
REQUEST ID	Allows you to find a request by its ID. Click the Request ID link. A search box is displayed. Type the ID in the search box, and press Enter. The request is displayed.
PERSON	Displays the caller's name. If the caller's name is not automatically displayed, you can find it in one of the following ways: Click the list icon to display a simple list of eligible values. When the list of values is long, you can type a few characters from the start of the caller's name into the search field to limit the results. Click the expanded list icon to display a list of eligible values in a record list format. Other field values appear in this view that are useful information. After finding the caller's name, select it to display USER INFORMATION.
MORE INFO	Displays the selected person's location, telephone number, and email address.
Duration	Displays a timer that catches the initial handling time of a new request. Note The timer is only visible when you create a new request before you click Save. After you save the record, the duration is saved in the Initial handle time field and cannot be changed.

Recent requests list

If a PERSON is selected, a list of that person's recent requests is displayed.

Click Recent requests to toggle the display.
Type a request ID or keywords in the search box to find a particular request.

Note

A maximum of 30 requests are displayed in the following order:

Open
Closed

Within that order, requests are sorted according to the time when the request was last updated. More recently updated records appear at the top of the list.

Suggestions Bar, List Pane, and Preview Pane

When you start typing the details in the Description or Title field, Service Management filters available solutions items according to the text you type, and displays the number of relevant search results in each part of the Suggestions Bar. Exception: numbers do not display on either the Related CIs or Favorite Articles icons, until you click them.

If you add more text to either field, the search results automatically update.

Note If you use the search box on the toolbar at the top of the page, results are displayed based on that text, ignoring any text in the Description and Title fields. To revert to results based on the text in the Description and Title fields, click to the right of the search box.

Click one of the icons on the Suggestions Bar to display items in the List Pane. (See details in the table below.)
Select a record to display details in the Preview Pane.
To view the complete record, click Edit.

Suggestions Bar Icon	Click to display
All	Based on relevance to the entered text, an aggregated list of suggested solutions from the following sources: Articles Incidents - open and closed Offerings Questions Requests
Suggested Solutions	Based on relevance to the entered text, an aggregated list of suggested solutions from the following sources: Articles Incidents - closed Questions - with answers Requests - closed Note Suggested solutions does not list any requests or incidents with a customized completion code.
Recent Incidents	Based on relevance to the entered text: Incidents that are open Incidents that were closed within the preceding week
Related CIs	Displays CIs that are both: Related to the person selected, and In the In use or Retiring metaphase of their workflow. Note In this display, CIs include devices, software licenses, and infrastructure & peripheral assets.
Offerings	All offerings which are potential solutions, based on the following: Relevance to the entered text Entitlement rules applying to the caller Note If there is no text to search, the offerings displayed are those which are the most popular, filtered by the entitlement rules applying to the caller.
Favorite Articles	Your favorite articles.

Search box

If you use the search box on the toolbar, results are displayed based on that text, ignoring any text in the Description and Title fields. To revert to results based on the text in the Description and Title fields, click to the right of the search box.

Save & next caller/Save & next request

To deal with the next caller, click Save & next. This action:
- Saves the current request form as a request record.
- Displays a new, blank request form.
- Clears the current caller's details from the screen.
You can now select the next caller.
To deal with the next request from the current caller, click the Save & next drop-down then Save & next request. This action:
- Saves the current request form as a request record.
- Displays a new, blank request form, ready for the next request from the same caller.
- Keeps the current caller's details displayed.

New request form

You can use this form to create a request. For more information, see How to create a request in Live Support.

Tip If you click the Offering field, at the top of the list of offerings Service Management displays smart suggestions for suitable offerings, based on the text entered in the Title and the Description fields.

Note

Depending on how Service Management and your phone system are configured, when you receive a call from a user, Service Management may automatically display caller and recent request details on the Live Support page.