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 > Service Desk configuration > Service Desk solution matching

Service Desk solution matching

When you escalate an interaction record to incident, a list of incidents or problems appears based on the pre-defined solution matching configuration. You can then select the matched records and link them to the interaction. Alternatively, you can specify the ID of the existing incident or problem, and then link it to the interaction. The linked records are shown in the Related Records section of the interaction.

Note When you escalate from interaction to incident, instead of selecting the assignment group through a wizard, the assignment group of the escalated incident is populated according to the following rules:

If an interaction is escalated to an incident of the incident category, the Config admin group field defined in affected service or affected CI of the interaction is used.
If an interaction is escalated to an incident of other categories, the Service Desk group in the Service Desk environment is used.

You can also configure an auto-assignment rule depending on your organization's requirements.

In an out-of-box system, the following configurations are provided for Service Desk interaction solution matching:

Find an incident with a matching configuration item
Find an incident with a matching service
Find an incident with a matching title
Find a problem with a matching configuration item
Find a problem with a matching service
Find a problem with a matching title

To modify the out-of-box solution matching configurations, navigate to Service Desk > Configuration > Solution Matching.

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