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

Troubleshoot > Troubleshooting: Event Services > Troubleshooting: Setting the category for incidents opened using email

Troubleshooting: Setting the category for incidents opened using email

How do I set the category for my message when I am opening problems via email?

Put each field assignment on a separate line in your mail message, uniquely identified by a label.

Use mapping expressions to extract the information and populate the appropriate fields in the incident.

The mail message looks like this:
	Fri, 12 Jan 05 14:40:41 -08:00
	Re: Test to assign a category
	John Jones <john@mac.acme.com>
	CATEGORY: example
	This is line 1 of the text of mail.
	This is line 2 of the text of mail.

In the eventin record, the evfields should appear as follows:

xjohn^^^^Fri, 12 Jan 01 14:40:41 -08:00|Re: Test to assign a
category|John Jones<john@hp800.hp.com>|CATEGORY:
example||This is line 1 of the text of mail.|This is line 2
of the text of mail.|^^^^^^^^^^^^^John Jones
<john@mac.acme.com>^^

In the problem open event map record for the category field, enter the following Initialization statements:

$axtype=type in $axces.target
if (index("axmail", evuser in $axces)>0) then $axtype=type
in $axces.target
if (index("axmail", evuser in $axces)>0) then
($ax.action=denull(action in $axces.target);$axl=lng($ax.action))
if (index("axmail", evuser in $axces)>0) then for $axpos = 1 to $axl
do ($axt=$axpos in $ax.action;if $axt#"CATEGORY
then ($axtype=substr($axt, 10, lng($axt) - 9);
$ax.action=delete($ax.action, $axpos);
action in $axces.target=$ax.action))

Enter the following Instructions:

if (index("axmail", evuser in $axces)>0) then category in
$axces.target=$axtype
cleanup($axtype);cleanup($axt);cleanup($axpos);cleanup($axl)
cleanup($ax.action)

This procedure (substituting other field names) allows specification of any incident field values within the body of the email message as long as the map record in which the instructions are entered has a higher sequence number than that of the action (or update.action) field.

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