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 overview > Submitting an incident > Activities section

Activities section

The Activities section allows users to enter new updates for a record or to view journal updates and historic activities for a record.

Note The Activities section is only available in the interactions that are categorized as complaints or compliments.

New update

Field	Description
New Update Type	Specifies or categorizes the activity update (for example, communication with the customer)
Visible to Customer?	Makes the update visible to customers so they can view related interactions via self service
New Update	Used to enter notes to explain and describe updates made for the record. If Journaling is enabled, the text entered here is displayed in Journal Updates. If Activities are enabled, the text entered in this field is displayed as an activity record for the selected activity type. Note The System Administrator is responsible for enabling Journaling and Activities.

Journal updates

Journal updates displays text entered in the New Update field together with a timestamp for the update. This field displays information when Journaling is enabled.

Activity type

To filter the list by the type of activity, select an activity type, and then click Filter. Service Manager opens a new record list that displays the records of that activity type.

The activities list displays activities for the current record. The activities are listed in order of occurrence, with the most recent activity displayed first. The following information is displayed for each activity:

Date/Time
Type
Operator
Description

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