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 > Incident Management categories

Incident Management categories

Each category record contains fields to define assignment groups for the Category, Open, and Print options and forms that Incident Management associates with the category as well as the triggers for alert levels.

Category	Use
Complaint	Interactions in which the user reports less than satisfactory service or performance. This is a Hybrid mode category, that is created by using your existing Classic mode category when you upgrade to Service Manager Hybrid.
Complaint codeless	Interactions in which the user reports less than satisfactory service or performance.
Incident	Interactions that are opened specifically to start an incident management process. This is a Hybrid mode category, that is created by using your existing Classic mode category when you upgrade to Service Manager Hybrid.
Incident codeless	Interactions that are opened specifically to start an incident management process.
Problem Codeless	Interactions that are opened specifically to start the problem management process.
Request for Administration	Interactions that are opened specifically to request assistance from a system administrator, such as a password resets or rights to access a specific area.
Request for Change	Interactions that are opened specifically to start a change process. This is a Hybrid mode category, that is created by using your existing Classic mode category when you upgrade to Service Manager Hybrid.
Request for Information	Call or incidents that request information only. This is a Hybrid mode category, that is created by using your existing Classic mode category when you upgrade to Service Manager Hybrid.
Request for Information codeless	Call or incidents that request information only.
Service catalog codeless	Interactions that are requests for items from the service catalog.

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