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 > Service Desk administration > Configure the Service Desk settings

Configure the Service Desk settings

Applies to User Roles:

System Administrator

To configure Service Desk settings:

Click Service Desk > Administration > Settings in the System Navigator.

Configure the following settings for the Service Desk application:

Setting	Description
Allow Escalation	Whether or not you can escalate the interactions. In the out-of-box setting, escalation is allowed. Note You can only escalate an interaction when the Allow Escalation option is selected both in the Settings menu here and in the category definition for the specific category assigned to the interaction.
Enable "Create New Interaction" Menu Entry	This setting determines whether the interactions will be created to follow the legacy interaction workflows (select the check box) or the new streamlined workflows introduced as of SM 9.41 (clear the check box). For more information, see Enable streamlined interaction.
Default Category	The default category when you create a new interaction. The out-of-box value for this parameter is None. The default category is used when you click Create New Interaction: If no default category is defined, you are prompted to select a category before the interaction detail screen appears. If the default category is defined, the interaction detail screen is displayed directly and the Category field is populated with the default category. Note The default category does not apply to the ESS requests. For support requests submitted through ESS, interactions are always created in the "incident" category.

Setting

Description

Allow Escalation

Whether or not you can escalate the interactions. In the out-of-box setting, escalation is allowed.

Note You can only escalate an interaction when the Allow Escalation option is selected both in the Settings menu here and in the category definition for the specific category assigned to the interaction.

Enable "Create New Interaction" Menu Entry

This setting determines whether the interactions will be created to follow the legacy interaction workflows (select the check box) or the new streamlined workflows introduced as of SM 9.41 (clear the check box). For more information, see Enable streamlined interaction.

Default Category

The default category when you create a new interaction. The out-of-box value for this parameter is None.

The default category is used when you click Create New Interaction:

If no default category is defined, you are prompted to select a category before the interaction detail screen appears.

If the default category is defined, the interaction detail screen is displayed directly and the Category field is populated with the default category.

Note The default category does not apply to the ESS requests. For support requests submitted through ESS, interactions are always created in the "incident" category.

Click Save.

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