Collaboration buttons in Service Manager UI

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)`

The Collaboration buttons embedded in Service Manager UI are illustrated in the following screenshot:

Callouts	Button	Description
1	Notifications	Click to display or hide the notification list for new conversation invitations and incoming messages. This icon is gray when there is no open conversation. See Check updated conversations for more information.
2	Notification badge	Displays the number of new conversation invitations and incoming messages in the updated conversations. If the count exceeds 99, the number is displayed as N. See Notifications for more information.
3	Chat Request button	Click to display or hide the chat request panel for End User Chat. Note This button is available only when Service Manager Collaboration is enabled, and the IT agent must belong to an assignment group that supports End User Chat. To update the settings of an assignment group to support End Use Chat, see Add a Service Desk assignment group. The IT agent who is removed from an assignment group will not be able to see the pending requests for the group from the next login to Service Manager. The IT agent who is added to an assignment group will be able to see the pending requests for the group from the next login to Service Manager.
4	Chat Request number badge	Displays the total number of pending end user chat requests. If the count of new chat requests exceeds 99, the number is displayed as 99+.
5	User Information	Click to display or hide the User Basic Information Card. See Display user information for more information.

Callouts

Button

Description

Notifications

Click to display or hide the notification list for new conversation invitations and incoming messages. This icon is gray when there is no open conversation. See Check updated conversations for more information.

Notification badge

Displays the number of new conversation invitations and incoming messages in the updated conversations. If the count exceeds 99, the number is displayed as N. See Notifications for more information.

Chat Request button

Click to display or hide the chat request panel for End User Chat.

Note

This button is available only when Service Manager Collaboration is enabled, and the IT agent must belong to an assignment group that supports End User Chat. To update the settings of an assignment group to support End Use Chat, see Add a Service Desk assignment group.
The IT agent who is removed from an assignment group will not be able to see the pending requests for the group from the next login to Service Manager.
The IT agent who is added to an assignment group will be able to see the pending requests for the group from the next login to Service Manager.

Chat Request number badge

Displays the total number of pending end user chat requests. If the count of new chat requests exceeds 99, the number is displayed as 99+.

User Information

Click to display or hide the User Basic Information Card. See Display user information for more information.