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 user tasks > User interaction handling > Register a request for information

Register a request for information

Applies to User Roles:

Service Desk Agent

If a user contacts you to request information, you can create a Service Desk interaction record to collect information about the service request. Categorize the service request as a request for information, and then solve or escalate the request.

To register a request for information, follow these steps:

Click Service Desk > Create New Interaction.

Service Manager prompts you to choose a category, after which the new interaction form is displayed. However, if a default category is defined in Service Desk > Administration > Settings, you are not prompted to choose a category, and the the new interaction form is displayed with the category field pre-populated.

Select the contact for the interaction. The associated fields fill automatically.

Note If you use the Fill function to replace the information in a field that already contains data, clear the field before you click Fill. If the field contains data, the Fill function does not work.
Select the user's preferred notification method.
Select the service recipient. The associated field fills automatically.
Select the affected service.
Select the affected CI.
Note
- The Default Impact and Priority values of the affected CI are automatically populated to the Impact and Urgency fields of the interaction record. You can manually change these automatically populated values if needed.
- If you specify the Impact and Urgency values first and then specify an affected CI with an empty Default Impact or Priority value, the Impact or Urgency value that you selected for the interaction record is cleared.
Type a title and description for the interaction.
Select the area. Service Manager selects the subarea field automatically.
Determine if there is a known solution or workaround for the user's issue. To do this, follow these steps:
1. Search the available knowledge bases.
  Note The system provides the area (service portfolio) because in an out-of-box system, this is the only area available.
2. If you find an existing solution or workaround in the knowledge bases, close the interaction by using the solution.
3. If you are unable to solve the user's issue, search for a problem or known error.
4. If you find a workaround in the problem or known error records, close the interaction by using the workaround.
If you are still unable to solve the issue, select the impact and urgency of the request, and then click Escalate. Service Manager creates both an interaction and an incident and associates the interaction to the incident.

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