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 workflows and user tasks > Update an interaction record

Update an interaction record

Applies to User Roles:

Service Desk Agent

You can update an interaction record with additional information to assist the applicable assignment group.

To update an interaction record, follow these steps:

Locate the Service Desk interaction record by using one of the following methods:
- Select a record from your interaction queue.
- Use search or advanced search to find one or more records.
Update any fields that require revision.

Note If you are modifying a field that uses the Fill function, clear any existing data before using the function.
Click Save to update the Service Desk interaction record.