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

User roles: Request Management

The out-of-box Request Management user role descriptions use these application profiles and capability words. In order to use Request Management, you must assign the appropriate user role descriptions to your personnel. If necessary, you can modify these user role descriptions or add new ones.

User Role	Configuration Management Profile	Service Desk Profile	Incident Management Profile	Problem Management Profile	Change Management Profiles	Request Management Profiles	Service Level Management Profile	Contract Management Profile	Capability Words
request administrator	configuration administrator	service desk agent	incident coordinator	problem coordinator	SD agent/manager	request admin	DEFAULT	DEFAULT	partial.key; change request; change task; problem management; expedite change; ChMAdmin; OCMAdmin; OCML; OCMO OCMQ incident management user.favorites
request approver	DEFAULT	DEFAULT	DEFAULT	DEFAULT	DEFAULT	request approver	DEFAULT	DEFAULT	partial.key problem management inventory management change request change task OCMQ OCML query.stored user.favorites incident management
request coordinator	DEFAULT	DEFAULT	DEFAULT	DEFAULT	DEFAULT	request coordinator	DEFAULT	DEFAULT	partial.key OCML OCMO OCMQ change request change task problem management user.favorites incident management
request helpdesk tech	DEFAULT	DEFAULT	DEFAULT	DEFAULT	DEFAULT	request tech	DEFAULT	DEFAULT	partial.key problem management inventory management change request change task OCMQ OCML query.stored user.favorites incident management
request procurement mgr.	coordinator	initiator	initiator	reviewer	initiator	request receiver	DEFAULT	contract specialist	partial.key problem management inventory management change request change task OCMQ OCML query.stored incident management OCMO user.favorites
request reviewer	DEFAULT	DEFAULT	DEFAULT	DEFAULT	DEFAULT	request reviewer	DEFAULT	DEFAULT	partial.key problem management inventory management change request change task OCMQ OCML query.stored user.favorites incident management
requestor	DEFAULT	DEFAULT	DEFAULT	DEFAULT	DEFAULT	requestor	DEFAULT	DEFAULT	partial.key problem management inventory management change request change task OCMQ OCML query.stored user.favorites incident management

Send Help Center feedback