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

Integrate > SAP Solution Manager > Service Manager Exchange with SAP Solution Manager User Guide > User Scenarios > SAP Solution Manager 7.1 to SM 9.x > Open new incident in Service Manager

Open new incident in Service Manager

Log on to Service Manager as an Administrator.
Click Incident Management > Incident Queue. Find the incident from Solution Manager in the Incident Queue form.
Open the incident and check the updated information from Solution Manager.
Extend the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.
- Provider: Indicates the incident is requested by Solution Manager. Service Manager provides the solution to Solution Manager.
- ProviderProcessing: Indicates the incident is being processed by Service Manager.
Extend Activities tab to view the message of Journal Updates. As shown in the following screenshot, Service Manager receives the message that displays incident ID of Solution Manager.
Input “Solution from Service Manager” message into the Solution textbox in the Incident Detail tab.
Click Send Solution to send solution provided by Service Manager to Solution Manager.
After a few minutes, click the Sap Solution Manager tab to view the incident’s status from Hidden Metadata.
- SolutionProvided: Indicates the incident has been sent with solution by Service Manager.
  
  And the log is recorded with the message “the solution is proved to Solution Manager” below the Hidden Metadata textbox. The Send Solution button and the Send Back button are unavailable and only the Add Info button is active.
- Send Solution: Service Manager provides a solution to Solution Manager. The action is unidirection. After the action, the incident in Service Manager cannot send a second solution. Only adding new information into the incident is allowed. Otherwise, the incident will be sent back by Solution Manager.
- Add Info: Service Manager can synchronize with Solution Manager continually. The action is bidirection.
- Send Back: Service Manager rejects the solution from Solution Manager. The action is unidirection. After the action, the incident in Service Manager cannot be sent back again to Solution Manager.
Click OK to close the incident window.

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