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 (Streamlined Interaction) > Service Desk workflows and user tasks > Change the category of a standalone interaction

Change the category of a standalone interaction

Applies to User Roles:

Service Desk Agent

If an interaction is a standalone interaction without any related fulfillment records, you can change the category of the interaction, and then trigger the corresponding fulfillment process. For example, you may need to trigger a different fulfillment process to resume your work on a user request.

Note The Change Category option is only available for the standalone interaction without any related fulfillment records. If the interaction is already in the Dispatched status and linked to a fulfillment record, you cannot change the category of the interaction.

To change the category of an open interaction, follow these steps:

Click Service Desk > Interaction Queue. Service Manager displays the list of interactions.
Locate and open a Service Desk interaction record that is in the Open status and is not a service catalog or support catalog request.
On the interaction detail form, click More > Change Category.
Select a category, and then click Yes for confirmation.
Click the Continue button. The corresponding fulfillment process is triggered.
Follow the triggered fulfillment process to fulfill the user request.

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