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

Escalate Interaction

Depending on your selection, the Continue button opens different fulfillment records as follows:

Escalate Interaction - Incident

You can escalate Interactions in the following category to Incident:
- incident
Escalate Interaction - RFC

You can escalate Interactions in the following category to RFC:
- request for change
Option 1: If change is open on Category in settings, when escalating an interaction to an RFC, a list of change categories is displayed from which the category for the new change request can be selected.

Option 2: If change is open on Change Model in settings, when escalating an interaction to an RFC, a list of Change Models is displayed from which the Change Model for the new change request can be selected.
Escalate Interaction - Request

You can escalate Interactions in the following categories to Request:
- service request
- request for information
- request for administration
Option 1: If request is open on Category in settings, when escalating an interaction to a request, a list of request categories is displayed from which the category for the new request can be selected.

Option 2: If request is open on Request Model in settings, when escalating an interaction to a request, a list of Request Models is displayed from which the Request Model for the new request can be selected.
Escalate Interaction - Problem

You can escalate Interactions in the problem category to Problem.