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 by service desk personnel.

This process streamlines service desk activities, thereby decreasing the workload for second line support teams.

User Interaction Management workflow

The User Interaction Management process consists of the following workflows and tasks:

ITIL Workflow	Tasks
Self-Service user interactions (SO0.1)	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
User interaction handling (SO0.2)	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 Reopen an incident
Interaction matching and escalation (SO0.3)
Interaction closure (SO0.4)	Close a first time resolved Service Desk interaction Close an existing Service Desk interaction

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

Processes and Best Practices

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