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 Manager9.50

Use > Service Desk > Service Desk overview > Automatic updates of Service Desk records

Automatic updates of Service Desk records

When a Service Desk interaction record is related to a change, incident, problem or request record, the status of the interaction record and certain activities in the activity log may be updated by the related change, incident, problem or request record.

Activity logs are copied from the related record to an interaction only when the activity is customer visible. You can identify where an activity originated by the following designations in the activity log of the Service Desk interaction:

Origins of activity logs
Originating module:	Logged as
Incident	Incident change
Service Request	Request change
Change	RFC change
Problem	Problem change

The following tables describe the when the status updates occur.

Note The arrow indicates the direction of the change in status. During the initial instantiation of the related record, the Service Desk interaction record triggers the corresponding related change, incident, problem or request record and that record is set to the corresponding initial status. Thereafter, the direction is reversed. When you modify the related record, the Service Desk interaction is modified. For example, when you set a related incident to "Resolved," the status of the interaction also changes to "Resolved."

Service Desk/Incident Management
Interaction	Direction	Incident
Dispatched	->	Categorize (Initial status)
Callback or Closed	<-	Closed
Resolved	<-	Resolved

Service Desk/Request Fulfillment
Interaction	Direction	Request
Dispatched	->	Open (Initial status)
Callback or Closed	<-	Closed
Resolved	<-	Fulfilled

Service Desk/Problem Management
Interaction	Direction	Problem
Dispatched	->	Categorize (Initial status)
Callback or Closed	<-	Closed

Service Desk/Change Management
Interaction	Direction	Change (phase based)
Dispatched	->	Registration and Categorization (initial phase)
Resolved	<-	Post Implementation Review
Callback or Closed	<-	Closure

Send Help Center feedback