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 > Incident Management > Incident Management overview > Categories

Categories

Incident Management enables you to categorize and track types of Incident records, such as software, equipment, facilities, and network, and to track the resolution of Incident records. Incident records, service desk interaction reports, root cause records, and known errors are assigned to a category. A category classifies an incident or report by type.

A category can determine the following information:

Person or group of people responsible for resolving the service desk interaction or incident (the default Assignment Group)
Information that is required to open an incident
Incident severity
Incident priority
Allowed time for incident resolution
Time interval for escalating an Incident record to a higher alert stage

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