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 > Request Management > Request Management administrator tasks > Alerts, events, and messages

Alerts, events, and messages

Events are system occurrences, triggered by user activity or certain conditions, that require additional user action. Examples of events in Request Management include open, update, close, and approval (of quotes).

Events in Request Management send messages to designated parties (operators or groups) within the system. For example, messages indicate that someone opened a quote and start the approval process by notifying an approver.

If a time limit set for accomplishing an approval is not met, an alert runs. An alert is an optional time-delayed event, which causes another event to send out a message.

As soon as a request is approved, that action constitutes an event. The event sends a message that indicates the state of the request.

Events, alerts, and messages build a chain of communication, notifying users of pending quotes and orders and the status of requested items throughout their life cycles.

Note: Setting up alerts, events, messages, and approvals requires the operation of the ocm background scheduler. The scheduler must be included in the system start-up schedule record. See Background processing and Generating orders for help in setting up these processes.

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