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? > What is a category?

What is a category?

HPE Service Manager uses the category to which a record is assigned to determine what work needs to be performed in order to close an interaction or incident record. For example, an interaction record that describes an email incident requires different work than an interaction record regarding a search for equipment for a new employee.

The Service Desk and Incident Management applications each provide the same list of categories from which to choose. When an interaction is escalated to an incident, the category in the new incident record is the same as the category assigned to the associated interaction record. The category you assign to a record determines the following information:

Who is responsible for resolving a call report or incident record (the default assignment group)
Which information you need to open the interaction record or incident record
Which solutions to search for in the Knowledge base
The applicable Service Level Agreements
The default severity of the record
The default priority of the record
How quickly a record must be resolved
The time interval for escalating a record to a higher alert stage
Who must be notified as the record is escalated

The processing logic for each category is the same. However, Service Manager may use different record forms for each category. The sections displayed on the forms depend on the assigned category because each category has different information requirements. For example, the information that is required to fix a software error is different from the information that is required to solve an equipment failure.

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