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 > Incident Management > Incident configuration > Incident solution matching

Incident solution matching

When you create an incident, a list of potentially related incidents appears based on the pre-defined solution matching configuration. You can then select the matched records and update them directly. You can also run solution matching for an existing incident that is not closed. To do this, select the incident and then click More > Solution Matching from the Detail List toolbar.

In an out-of-box system, the following options are provided for Incident solution matching:

Find an incident with a matching service or configuration item
Find an incident with a matching related service or configuration item
Find an incident with a matching title
Find a known error with a matching service or configuration item
Find a known error with a matching title
Find a problem with a matching service or configuration item
Find a problem with a matching title

To configure Incident solution matching options, navigate to Incident Management > Configuration > Solution Matching.

Note If you create an incident from Service Desk escalation or link to a new incident from the Related Records section, the above incident solution matching will be ignored.

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