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 > Knowledge Management > Knowledege Management Workflows and Tasks > Contribute and Approve Knowledge Document (ST 7.1) > Create knowledge from an interaction, incident, problem, or known error

Create knowledge from an interaction, incident, problem, or known error

User roles: All users

To create knowledge from an Interaction, Incident, Problem, or Known Error record, follow these steps:

While working with the record, click More or the More Actions icon to select Create Knowledge.
If a document type selection form opens, select a document type for the document.
As required, view and update the fields the system has completed with the mapped information from the record you selected during your search. The data inserted in these fields depends on the document type and the defined field mappings.
Enter an expiration date for the document.
Select at least one category for the document.
Use the rich-text editor to enter or edit text for the document.
Click the Preview button to view the document.
Click the appropriate button to submit the document for approval or to approve the document immediately.