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 Manager9.41

Use > Incident Management > Incident Management user roles > Service Desk Agent

Service Desk Agent

The Service Desk Agent user role has the following responsibilities:

Open interactions based on contact with the user
Match user interaction to incidents, problems, known errors, or knowledge documents
Solve and close interactions
Provide status updates to users on request
Register incidents based on user interactions and assign them to the correct support group
Register requests for change, based on user interactions
Register service requests, based on a user interactions
Validate solutions provided by support groups
Report and verify solution to users
Monitor the Service Level Agreement (SLA) targets of all registered incidents and escalate the incidents if required
Communicate service outages to all users

To execute this role, the Service Desk Agent has following tasks available:

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows	User Tasks
Incident logging and categorization (SO2.1)	Create a new incident from a user interaction Review and Update Incident Information
Service Level Agreement Monitoring (SO2.7)	Monitor Interaction Queue for Potential Service Level Agreement Breaches Monitor Interaction Queue for Service Level Agreement Breaches