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 > Service Desk > Security > Service Desk security areas

Service Desk security areas

Applies to User Roles:

System Administrator

The security areas for Service Desk are Service Desk and Service Desk Configuration. These areas contain the default security rights and settings for Interactions in the Service Desk module. The security right settings will be inherited by the new roles created in an area when no settings are specified in the security role.

These security areas are used to set permissions to operators to provide access to particular area of Service Desk. For example, for the Service Desk Analyst security role, set rights as View for the Service Desk area. Then, an operator with this security role can only view the Service Desk items under Service Desk module. The following table lists the areas and the relevant Service Desk menu items the operators can access.

Area	System Navigator menu items for this area
Service Desk	This area contains the default security rights and settings for Service Desk requests in the Service Desk module. For example, Create New Interaction, Interaction Queue, and Search Interactions.
Service Desk Configuration	This area contains the default security rights and settings for Service Desk administration and configuration, which are dedicatedly used by Service Desk module. For example, Settings and Interaction Categories. Note When you set the security rights for a security role in the Service Desk Configuration area: The View right is to view the settings defined in the Administration menu and the Configuration menu. The Update right is to update the values of existing settings defined in the Administration menu and the Configuration menu. The New and Delete rights are to create and delete a setting in the Configuration menu, such as category. The Admin right is to add, edit, or delete the settings in the Administration > Settings menu.

Area

System Navigator menu items for this area

Service Desk

This area contains the default security rights and settings for Service Desk requests in the Service Desk module.

For example, Create New Interaction, Interaction Queue, and Search Interactions.

Service Desk Configuration

This area contains the default security rights and settings for Service Desk administration and configuration, which are dedicatedly used by Service Desk module. For example, Settings and Interaction Categories.

Note When you set the security rights for a security role in the Service Desk Configuration area:

The View right is to view the settings defined in the Administration menu and the Configuration menu.
The Update right is to update the values of existing settings defined in the Administration menu and the Configuration menu.
The New and Delete rights are to create and delete a setting in the Configuration menu, such as category.
The Admin right is to add, edit, or delete the settings in the Administration > Settings menu.

Default rights

The default rights defined in areas will be inherited when you create new security roles. The following table shows the out-of-box default rights defined in the Service Desk and Service Desk Configuration areas.

Area Name	View	New	Update	Delete/Close	Expert	Admin
Service Desk	TRUE	FALSE	Never	Never	FALSE	FALSE
Service Desk Configuration	FALSE	FALSE	Never	Never	FALSE	FALSE

Default settings

The default settings defined in areas will be inherited when you create new security roles. In an out-of-box system, none of the default settings is checked or set in the Service Desk and Service Desk Configuration areas.

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