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 > Service Desk > Service Desk overview > What is a Service Desk interaction? > Service Desk out-of-box categories

Out-of-box Service Desk categories

The following table lists the out-of-box Service Desk categories. Depending on the category that you select, HPE Service Manager may require you to further categorize the interaction record by selecting an Area and Subarea.

Category	Use
Complaint	Interactions in which the user reports less than satisfactory service or performance.
Incident	Interactions that are opened specifically to start an incident management process.
Request for Change	Interactions that are opened specifically to start a change process.
Request for Information	Call or incidents that request information only.

Categories can be created and revised by the System Administrator. Therefore, additional categories may be available to you.

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