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 Manager

Use > Request Fulfillment > Request Fulfillment workflows and user tasks

Request Fulfillment workflows and user tasks

The request workflow is a sequence of connected steps in the life cycle of a request. In the workflow, a request goes through several phases to complete the life cycle. Workflow phases can consist of one or multiple tasks that must be completed to proceed to the next phase.

The following are the out-of-box workflows for the Request Fulfillment module.

Request

The Request workflow manages the generic request fulfillment process.

The Request workflow consists of the following phases and tasks.

Workflow phase	Tasks
Logging	Create a new request record Create a new request from a user interaction Create a request by copying an existing request record Apply a request template Create a request template Apply a request model to an existing request record Update a request record Update multiple request records Link a request to another record Set a reminder for a request Send a notification from a request View audit log from a request Access the alert log when viewing a request Close a request directly in the Logging phase
Authorization	Approve or deny a request Approve multiple request records Update a request record Escalate a request Update multiple request records Set a reminder for a request Send a notification from a request View audit log from a request Access the alert log when viewing a request Create a request template
Fulfillment	Suspend a request Update a request record Create a request task Escalate a request Update multiple request records Link a request to another record Set a reminder for a request Send a notification from a request View audit log from a request Access the alert log when viewing a request View or edit the cost of a request Create a request template
Review	Update a request record Update multiple request records Escalate a request Link a request to another record Set a reminder for a request Send a notification from a request View audit log from a request Access the alert log when viewing a request View or edit the cost of a request Create a request template
Closure	Close a request record Reopen a request record Send a notification from a request View audit log from a request Access the alert log when viewing a request Create a request template

Order

The Order workflow manages purchase and stock management in the Request Fulfillment application.

The Order workflow consists of the following phases and tasks.

Workflow phase	Tasks
Order	Create a new request record Create a new request from a user interaction Create a request by copying an existing request record Apply a request template Update a request record Update multiple request records Set a reminder for a request Send a notification from a request View audit log from a request Access the alert log when viewing a request View or edit the cost of a request Create a request template
Closure	Close a request record View audit log from a request Send a notification from a request Access the alert log when viewing a request Create a request template

Workflow phase

Tasks

Order

Closure

For examples that demonstrate the minimum needed steps to complete the out-of-box request workflows, see Examples: request workflows.

To view more workflow diagrams and other information about this process, such as related ITIL processes, refer to the Process Designer Best Practices document that is linked to in the related topics.

Related topics

Process Designer

Examples: request task workflows

Create a workflow

Processes and Best Practices Guide