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

Administer > Application setup > Self-service > Configuring the self-service working environment

Configuring the self-service working environment

The self-service user experience requires special forms that the user sees, and security settings that enable user access. You can use the out-of-box records and forms created for self-service users, customize them, or create new ones. The following table lists the records that you must configure to define a user's self-service working environment.

Record	Content	Form (if applicable)	Description
User role record	A template record that combines a collection of application profiles and capability words into a single record.		Click Tailoring > Database Manager. Type `userrole` in the table field and click Search. Select userrole from the record list. Place your cursor in the User role field and click Search to display a record list of all out-of-box user role descriptions.
Service Desk profile record	Specifies which form to display when the self-service user chooses different tasks. You can change the user experience by creating a unique profile for all self-service users in a group, department, or company. Each profile identifies the forms that the user sees. For example, if you create separate company profiles, each form set would have unique corporate branding. You can view the Environment profile record by clicking System Administration > Ongoing Maintenance > Profiles > Service Desk Profiles. Click Search to generate a list of all existing profiles.	There should be a form listed for each task enabled for a self-service user. For example, the form to display to open, update, search, or display a list of requests.	Click Tailoring > Database Manager. Type `smenv` in the table field and click Search. Select smenv from the record list. Place your cursor in the Profile name field and click Search to display a record list of all out-of-box Service Desk environment profile records.
		ESS Initial Format identifies the form to open a request.	Click Tailoring > Forms Designer, type `ess.SD.open` in the Form field, and click Search to view the out-of-box form.
		ESS Edit Format identifies the form to update a request.	Click Tailoring > Forms Designer, type `ess.SD.update` in the Form field, and click Search to view the out-of-box form.
		ESS Search Format identifies the form to search for a request.	Click Tailoring > Forms Designer, type `ess.SD.search` in the Form field, and click Search to view the out-of-box form.
		ESS List Format identifies the form to display a list of requests.	Click Tailoring > Forms Designer, type `ess.SD.qbe` in the Form field, and click Search to view the out-of-box form.
Service Desk environment record	Specify on this record whether self-service users see a blank list screen when they issue a pre-defined search. This behavior is controlled at the system level.		Click System Administration > Ongoing Maintenance > Profiles > Service Desk Profiles. Place your cursor in the Profile name field and click Search. Select the profile name for which you would like to restrict from viewing records lists. Click the Security tab. Click the Rights tab. Select the View check box. Click Save and then click OK.
Operator record (Self-Service tab)	Self Service Menu field: Specifies the layout of the user's home page when they log on as a self-service user.		Describes the actions available to the user in the left navigation pane (ESSSM).
Operator record (Self-Service tab)	Self Service Starting Page field: Specifies the first form that appears in the main window.		Identifies the default start page in the main browser window. For example, if you select Display ESS Menu, the starting page displays the same menu items that appear in the left navigation pane. If you select Submit a Request, the starting page is the form to open a new request.

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