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

Develop > Processes and Best Practices Guide > Service Desk (Streamlined Interaction) > Service Desk Details (Streamlined Interaction)

Service Desk Details (Streamlined Interaction)

HPE Service Manager uses its Service Desk application to enable the Service Desk Interaction Management process. The main function of Service Desk is to monitor, track, and record calls and toopen fulfillment records, as necessary.

In User Interaction Management, a Service Desk Agent receives a call and opens a new interaction. The Service Desk Agent fills in the required fields, and then chooses to close the interaction or escalate it to a fulfillment process.

This section describes selected User Interaction Management fields in the out-of-box Service Manager system.

Topics in this section include:

New interaction form
Interaction form after escalation
Service Desk Interaction Management form details
Interaction categories

Send Help Center feedback