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

Get started > Service Management user interface > Discussions

Discussions

The Discussions tab in a record enables you to open discussions or post comments about the records you are viewing.

Start a live discussion

In the record window, click . The Discussion window opens in the lower right corner of the screen.
Click the Add Participant icon, and invite at least one other participant.
Type a message in the lower pane and press Enter.

Tip You can also start a live discussion by hovering over a person's avatar or name, and clicking the discussion icon.

At the top of the page, click Show and select one of these filters:

All discussions	Displays all discussions and comments around the selected record
Live discussions	Displays all the live discussions around the selected record; no comments
Internal comments	Displays only internal comment around the selected record; no live discussions
Public comments	Displays only public comments around the selected record; no live discussions Available for: Service requests, articles, news, and offerings only

The following options are available when you click the drop-down arrow in the right corner of the Discussion box:

Go to item details: View details of the item for which the discussion was initiated.
Go to live support: View the details on the Live Support tab.
Rename discussion: By default, the discussion is named according to the item for which it was opened. If you initiated the discussion, you can rename the discussion by selecting Rename discussion. The title bar of the Discussion box becomes editable.
Leave discussion: Select this option to leave the discussion.

Note If you want to rejoin a discussion that you left, you can do so from the item's Discussion tab.

Click the relevant icon on the lower right corner of the comment box.

After you edit a comment, click Update to save the changes.

Note

You cannot edit the Purpose of the comment after it is saved and published. You can still edit Purpose when the comment is saved as a draft.
You must have Comments permission for this record type to edit or delete a comment that has been saved. For information on permissions, see Roles.

Before using use the Live Discussions feature, it is recommended to configure your firewall policy to allow long-polling connections to the Service Management server.
When you are participating in multiple discussions, a panel opens on the left of the Discussion box with access tabs to each conversation. The discussion currently displayed in the Discussion box is highlighted in the left panel.
A green dot at the top right of a participant's avatar indicates that the user is online.
Closing the Discussion box does not remove you from the discussion. As long as you are a participant of a conversation, when a new message is sent in that conversation, the Discussion box automatically opens and displays the new message.