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 Manager9.52

Develop > Processes and Best Practices Guide > Service Desk Workflows > Self-Service by User (process SO 0.1)

Self-Service by User (process SO 0.1)

By using the self-service web environment, users can perform the following activities without contacting the service desk:

Search the knowledgebase to find an answer to a question or issue
Monitor the status of previously reported interactions
Log new interactions
Order items from the service catalog

You can see the details of this process in the following figure and table.

Self-Service by User (SO 0.1) is illustrated in the following figure:

Self-Service by User (SO 0.1) process
Process ID	Procedure or Decision	Description	Role
SO 0.1.1	Log in to Self-Service	To gain access to the Self-Service Web interface, users must log on by using their login credentials.	User
SO 0.1.2	Intend to register new interaction?	If yes, continue with SO 0.1.3. If no, go to SO 0.1.9.	User
SO 0.1.3	Order item from Service Request Catalog?	If yes, log a service request. If no, go to SO 0.1.4.	User
SO 0.1.4	Submit query to Knowledge Base	To search for a knowledge document, users must complete a search.	User
SO 0.1.5	Satisfied with answer found?	If yes, stop. If not, go to SO 0.1.6.	User
SO 0.1.6	Open new interaction	To open a new interaction from the knowledge search screen, users must create a New Interaction.	User
SO 0.1.7	Manually fill out interaction details	To register a new interaction, users must provide a title and a description of the request; select the urgency, and preferred contact method; and can optionally provide affected Service and add an attachment.	User
SO 0.1.8	Submit interaction	When all mandatory fields are completed, submit the form to send the request to the service desk.	User
SO 0.1.9	Validate solution of solved interaction?	To validate the solution to a previously reported interaction, go to SO 0.1.10. If no, go to SO 0.1.13.	User
SO 0.1.10	Validate solution	Use View Closed Requests to get an overview of all solved interactions. Select the applicable interaction and validate the solution provided.	User
SO 0.1.11	Interaction solved?	If yes, stop. If not, go to SO 0.1.12.	User
SO 0.1.12	Resubmit interaction and provide update	When a user disagrees with the proposed solution, the user can resubmit the interaction and provide a reason for the disagreement. The newly-created interaction is sent to the service desk for further diagnosis.	User
SO 0.1.13	Check history and outstanding Interactions?	If a user wants to check the status or history of previously registered interactions, go to SO 0.1.14. If no, stop.	User
SO 0.1.14	Check status of Interaction	Use View Open Requests to get an overview of all open interactions. Select the interaction and view the status with last updates.	User
SO 0.1.15	Provide update?	If a user has additional details to add to the previously-logged interaction that may be useful to know for the specialist, go to SO 0.1.16. If no, stop.	User
SO 0.1.16	Update Interaction	There are two scenarios to update an interaction and have a Save button to save the updated information. The Save button appears when a self-service user selects the option View Open Requests, selects an interaction, and clicks the Update button. Once the information is updated, the self-service user clicks Save & Exit to save the updated information in the request. When you escalate an interaction, you can go back to the interaction to add more information or perform changes to it. You then have an Update button when you select an existing interaction. The interaction is also a status of Dispatched or Callback. Once you have added more information to the request or performed the changes, you can click Save & Exit.	User

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