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

Administer > Application setup > Controlling user access and security > License tracking > Self-service licenses

Self-service licenses

The number of licenses that are active depends on the number of users logged on who can access an application to add or update records. Self-service users who initiate service requests through an employee self-service (ess.do) portal do not consume a named or floating license for login, but may consume an application license. For example, if you have the ability to approve changes, whenever you log in to the ESS client, you consume a Change Management license. It does not matter if the only thing you do while logged in to the ESS client is submit a new interaction or check interaction status, you will consume a full Change Management license because you have the capability to approve a change. If you also have approval capability for Request Management, you will consume a Request Management license even when logged in to ESS. Self-service users can log on to an ess.do URL to perform certain activities (such as, searching the knowledgebase to find an answer or logging new interactions) without contacting the Service Desk.

Users with privileges to log on to Service Desk (or other Service Manager applications) are power users. They use a Windows client or a valid (non-ESS) Web client URL (index.do) and consume a named or floating license. They can add, update, or delete records.

You can review the sm.log file for messages that specify when a user consumes a license.

Note License utilization reports are included out-of-box in the Service Manager SM Reports module.