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 > Knowledge Management > Knowledge Management administration > Knowledge Management workflow

Knowledge Management workflow

Knowledge Management uses a multi-step workflow to manage the lifecycle of a knowledge document. In the workflow, the document goes through the following phases:

Draft
Triage
Revise
Review
Publish
Published Internal
Published External
Retired

When a user submits a document for approval, the document enters the workflow in the Triage phase. In a typical document workflow, the document is routed to the Revise, Review, and Publish phases before it is actually published internally or externally. In some cases, users with applicable access rights can publish a document immediately after creating it, without going through the formal Revise and Review phases.

Note When you need to update a knowledge document attachment, you must save the attachment to your desktop, make the necessary updates, save the changes, and then re-upload the attachment to the knowledge document.

Knowledge Management uses knowledge groups and document categories to control access to knowledge documents along with document view and Knowledge Management profiles. Individual users are able to view, contribute, edit, and publish documents based on the knowledge groups in which they are members and the security mappings between the knowledge groups, knowledge profiles, and knowledge categories.

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