Interaction Closure (process SO 0.4)

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)`

When an interaction is resolved by the Service Desk on first intake, or solved by a related incident, change, or request that is resolved, the interaction is closed. Based on user preferences, the Service Desk communicates the solution to the user by phone or email.

You can see the details of this process in the following figure and table.

Interaction Closure (SO 0.4) is illustrated in the following figure:

Interaction Closure (SO 0.4) process
Process ID	Procedure or Decision	Description	Role
SO 0.4.1	Update Interaction from linked record	The Interaction could involve the closure of an incident, change request, or service request, or the submission of a complaint.	Service Desk Agent
SO 0.4.2	Notify by phone?	If the Notify By method states that the user wants to be notified by phone, go to SO 0.4.5. If not, go to SO 0.4.3.	Service Desk Agent
SO 0.4.3	Notify by email?	If the Notify By method states that the user wants to be notified by email, go to SO 0.4.4. If not, the User does not need to be notified.	Service Desk Agent
SO 0.4.4	Send email notification to User	Send the email notification.	Service Desk Agent
SO 0.4.5	Check solution completeness	The Service Desk agent checks the solution provided for all Callback interactions.	Service Desk Agent
SO 0.4.6	Service Desk Agent accepts solution?	If yes, go to SO 0.4.7. If not, go to SO 0.4.11.	Service Desk Agent
SO 0.4.7	Verify solution with the User(s)	The Service Desk Agent contacts the user and communicates the resolution. The user should verify the solution and confirm that the incident is solved and that the question or complaint is answered, or the Service Request is fulfilled.	Service Desk Agent
SO 0.4.8	User accepts solution?	If yes, go to SO 0.4.9. If no, go to SO 0.4.10.	Service Desk Agent
SO 0.4.9	Close interaction	The Service Desk Agent closes the interaction.	Service Desk Agent
SO 0.4.10	Reopen or Create new Incident	The solution provided may not solve the issue for all users. If the solution does not solve the issue for all users, the Service Desk Agent must either reopen the existing record or log the incident.	Service Desk Agent
SO 0.4.11	Reopen relevant record	The Service Desk agent reopens the incident for further investigation and diagnosis.	Service Desk Agent

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