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

Category

In Change Management, the category classifies the Configuration Item (CI), change documents, service desk interactions, incidents, quotes, requests, and tasks. It determines the data to be collected for a particular change or task, the forms presented to the user for data entry, the approvals needed, and the intervals at which alerts are sent. Change Management includes a series of default categories. Administrators can also create new categories. Each change record must have a category. Each category has at least one phase.

Examples of considerations for a change record are as follows:

The record contains the details of the change.
Each change record documents the lifecycle of a single change.
A change record is created for every Request for Change (RFC) received, even those that are subsequently rejected.
Each change record references the CIs affected by the Change.
The change records are stored in the Configuration Management System (CMS).

In a Service Catalog context, a category describes similar Information Technology (IT) products or services that users can select from an online catalog. The Service Manager Service Catalog feature includes out-of-box categories and subcategories. Administrators can optionally create new categories to meet their operational needs.

In Knowledge Management, knowledge documents are assigned to a category or subcategory when the document is created or approved. Knowledge Management administrators can optionally create new categories to meet their operational needs.

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Category

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