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 > Request Management > Request Management overview > Record Content > Request Category

Category of Support Request and Service Catalog Request

For support requests, the category determines the workflow used to fulfill the support requests. Combined with the area and subarea, it also is used for to report results and to determine the knowledgebase assignment for the event.

Depending on user’s selection on support request category, the Escalate Interaction wizard opens one of the following wizards:

Escalate Interaction - Complaint wizard: creates a new incident record in the background, and assigns it to the service desk manager.
Escalate Interaction - Incident wizard: requests further information, including location and assignment, and create an incident record.
Escalate Interaction - RFI wizard: creates a new incident record in the background with the default category Request for Information (RFI). The RFI incident record is assigned to the service desk assignment group.
Escalate Interaction - RFC wizard: creates a new change request in the background, in the review phase, with the category “default.”

For Service Catalog request created in the Service Catalog module, the Service Catalog request is routed to the HPE Service Manager module responsible for fulfilling the Service Catalog request. The request fulfillment record is automatically created, categorized and classified based on business rules built into the request fulfillment process. Each customer can create business rules to meet individual requirements.

The module responsible for fulfilling the request is defined in the catalog item record.

In addition, a category corresponding to the fulfillment module is attached to the catalog item. This helps ensure not only that the Service Catalog request will be sent to the appropriate fulfillment engine, but also that it will be properly triaged by the fulfillment teams.

Send Help Center feedback