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 an incident

Register an incident

Applies to User Roles:

Service Desk Agent

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

To register an incident, 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.
Selected 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 and Subarea.
Follow these steps to determine if there is a known solution or workaround for the user's issue:
1. Search the available knowledge bases.
  Note When you use the Search Knowledge option from the New Interaction form, Service Manager uses the interaction description text as the search query.
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 user's issue, select the impact and urgency of the request, and then click Escalate.
The Escalation wizard opens. Follow the onscreen instructions. Service Manager creates both an interaction record and an incident record, and then associates the interaction to the incident.

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