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 > Knowledege Management Workflows and Tasks > Search, View and Utilize Knowledge Document (ST 7.2) > Use a solution from a knowledgebase search

Use a solution from a knowledgebase search

At any time while you create or update an Interaction or Problem record or update an Incident record, you can perform a knowledgebase search to find solutions. When you find a solution, you can add the solution to the resolution or workaround field of the record you are processing.

While you are processing a record, perform a knowledgebase search to find a solution.
In the knowledgebase search results, click the hyperlink to view a solution document.
When you find a document with the correct solution, click Use Solution to add the solution to the resolution or workaround field of the record. The Use Solution button only appears if the selected document contains a resolution or workaround.

Note If the knowledge document is a working copy of an approved published document, the display option, Show Approved Version, appears, which enables you to view the published document and then select it as a solution.
After you select Use Solution, the system redisplays the record with the resolution or workaround field updated. You can continue processing the Interaction, Incident, or Problem record that prompted your knowledgebase search.

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