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 > Service Desk (Streamlined Interaction) > Service Desk overview > What is a Service Desk interaction?

What is a Service Desk interaction?

Each time a user contacts the Service Desk, the Service Desk Agent uses HPE Service Manager to create an interaction record. The Service Desk Agent records the user name, the name of the component about which the user is calling, and a description of the user request. After the Service Desk Agent collects this information, the Service Desk Agent performs the actions that are required to resolve the user request.

If the user request is a complaint or compliment, the Service Desk manager can handle the interaction and close it.
If the user request can be resolved by the Service Desk agent on first contact, the Service Desk agent will use the interaction to trigger an incident or a service request, and then close the incident or service request directly with the solution provided. Then, the interaction will be closed automatically.
If the user request cannot be resolved without escalation, the Service Desk agent can register a new record in a fulfillment process (such as the incident, service request, problem, or change fulfillment process) based on the Service Desk interaction. Service Desk copies information from the interaction record into the newly created fulfillment record.

For example, consider a user who cannot print to a network printer:

The user contacts the service desk for assistance.
The Service Desk agent populates an interaction record with the relevant information.
The Service Desk agent opens an incident from the interaction, and the incident is assigned to a technician.
The technician discovers that the printer network connection is broken.
The technician fixes the connection and closes the incident. The interaction is automatically closed accordingly.
The Service Desk agent contacts the user and instructs the user to attempt printing to the network printer.
If the user can successfully print, the Service Desk agent can send out survey based on the closed interaction. If the user still cannot print, the Service Desk agent may register a new interaction and then trigger the interaction to a new incident.
If the user wishes to report a related or new issue, the Service Desk agent opens a new interaction detailing the new issue that the user needs to report.

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