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 > Service Desk user tasks > User interaction handling > Reopen an incident

Reopen an incident

Applies to User Roles:

Service Desk Agent

If a user who is not satisfied with the solution provided for a previously registered interaction contacts you, you can reopen the incident record to address the user's concerns.

Note You cannot reopen an incident record if more than two weeks have passed since you notified the user of the solution. In this situation, create a new interaction record.

To reopen an incident, follow these steps:

Click Service Desk > Search Interactions.
Use search or advanced search to find one or more records.
Double-click the interaction record to open it.
Open the Related Records section, locate the incident, and then double-click the incident record ID to open it.
Click Reopen, and then click Save.

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