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 administration > Configure the Service Desk settings

Configure the Service Desk settings

Applies to User Roles:

System Administrator

To configure Service Desk settings, follow these steps:

Click Service Desk > Administration > Settings in the System Navigator.

Configure the following settings for the Service Desk application:

Setting

Description

Enable "Create New Interaction" Menu Entry

This setting determines whether the interactions will be created to follow the legacy interaction workflows (select the check box) or the new streamlined workflows introduced as of SM 9.41 (clear the check box).

The streamlined interaction solution is disabled by default so that if you want to run your previous interaction processes (workflows) as in 9.40 Codeless, you can continue to use them without any issues or additional configuration when you upgrade to Service Manager 9.41 or later.

To enable the streamlined interaction solution, see Enable streamlined interaction.

Note The menu entry for creating new interactions also depends on whether the SM Smart Analytics feature is enabled or not. For more information, see Consolidated menu entry for interaction creation.

If you use streamlined interaction and later you decide to select this check box to go back to the legacy interaction workflow, you need to go into the Interaction category records and change the workflow back to the non-streamlined workflows. The following table is for your reference:

Interaction category	Associated non-streamlined workflow in SM Codeless	Associated workflow in streamlined interaction solution
complaint	ServiceDesk	Streamlined Complaint or Compliment
compliment	ServiceDesk	Streamlined Complaint or Compliment
incident	ServiceDesk	Streamlined Service Desk
problem	ServiceDesk	Streamlined Service Desk
request for administration	ServiceDesk	Streamlined Service Desk
request for change	ServiceDesk	Streamlined Service Desk
request for information	ServiceDesk	Streamlined Service Desk
service request	ServiceDesk	Streamlined Service Desk
support catalog	N/A	Streamlined Service Desk
service catalog	Service Catalog	Streamlined Service Catalog

Default Category

The default category when you create a new interaction. The out-of-box value for this parameter is None.

The default category is used when you click Create New Interaction:

If no default category is defined, you are prompted to select a category before the interaction detail screen appears.
If the default category is defined, the interaction detail screen is displayed directly and the Category field is populated with the default category.

Note The default category does not apply to the ESS requests. For support requests submitted through ESS, interactions are always created in the "incident" category or the category suggested by SM Smart Analytics.

Click Save.

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