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 Manager9.51

Use > Service Desk (Streamlined Interaction) > Service Desk overview > Triggering a fulfillment process from a streamlined Service Desk interaction > Interaction status

Interaction status

If a Service Desk interaction is linked to a fulfillment record such as an incident, the system automatically updates the interaction status based on the status of its fulfillment record:

Once the fulfillment record is created and linked to the interaction, the interaction status moves to “Dispatched” automatically.
Once the fulfillment record is in the “Pending Customer” status, the interaction status moves to “Pending Customer” automatically.
Once the fulfillment record is abandoned or closed, the interaction status moves to “Closed” automatically.
If the fulfillment record is an incident, when the incident moves to the "Resolved" status, the interaction status also moves to “Resolved” automatically. The interaction solution is also updated automatically according to the solution that was updated in the incident record.

If you want to configure the out-of-status mapping rules, see Configure status mapping between streamlined interactions and fulfillment records.

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