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

Use > Request Fulfillment > Request Fulfillment workflows and user tasks > Update a request record

Update a request record

Security Roles: Request Coordinator, Request Analyst

After a request record is created, you may need to update that record to add or correct some information, change the status of the request, move a request to the next phase, or send some updates to the customer.

To update a request record, follow these steps:

In the System Navigator, click Request Fulfillment > Request Queue or Search Requests.
Locate the request record that you want to update, and then double-click the record to open it.
Modify the applicable fields such as status in the request form.
On the Activities tab, do the following:
1. In the New Update Type field, select an appropriate type.
2. In the New Update field, type a description of your update.
3. Select the Visible to Customer check box if you want to make this update visible to the end user.
  
  Note This option can be bypassed by setting the Bypass Visibility Option flag to “true” in the activityactions table. When this flag is set to “true,” automatic activities are invisible to customers, whether the Customer Visible option is selected or not. When the flag is set to “false,” all activities are visible to customers if the Customer Visible option is selected.
Click Save. The request record is now updated.
If needed, click the appropriate button to move the request record the next or previous phase.

Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used. Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.

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