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 Manager

Use > Service Desk > Service Desk workflows and user tasks

Service Desk workflows and user tasks

Every user contact with the Service Desk is logged in an interaction record. User Interaction Management is the process for handling all interactions with the service desk that are received from self-service webpages or directly from service desk personnel. This process streamlines service desk activities, thereby decreasing the workload for second line support teams.

Service Desk includes the following out-of-box workflows:

Service Desk

The Service Desk workflow is a sequence of connected steps in the life cycle of a support or service request. In the workflow, a Service Desk request goes through several phases to complete the life cycle.

The Service Desk workflow consists of the following phases and tasks.

Workflow phase	Tasks	User role
Logging	Request a service catalog item or bundle Create a self-service request Close a self-service request Resubmit a self-service request Update a self-service request View a self-service request	Service Desk User
Categorization	Create a new Service Desk interaction Update an interaction record Cancel a new Service Desk interaction	Service Desk Agent
Work in progress		Service Desk Agent
Review		Service Desk Agent
Closure	Close a first time resolved Service Desk interaction Close an existing Service Desk interaction	Service Desk Agent
Withdrawal		Service Desk Agent

Service Catalog

When a user submits a Service Catalog request through the SRC or ESS portal, a Service Desk interaction is created and follows the Service Catalog workflow.

The Service Desk workflow consists of the following phases and tasks.

Workflow phase	Tasks	User role
Logging	Request a service catalog item or bundle Create a self-service request Close a self-service request Resubmit a self-service request Update a self-service request View a self-service request	Service Desk User
Categorization	Register a complaint Register a request for change Register a service catalog request Register an incident Register a request for information Update an interaction record Cancel a new Service Desk interaction	Service Desk Agent
Work in progress		Service Desk Agent
Review		Service Desk Agent
Closure	Close a first time resolved Service Desk interaction Close an existing Service Desk interaction	Service Desk Agent
Withdrawal		Service Desk Agent

To view more workflow diagrams and other information about this process, refer to Process Designer Best Practices that is linked to in the related topics.

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