Service Desk interaction list

The Service Desk interaction list provides general information about interaction records.

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)`

Column name	Description
Status	The status of the interaction record.
Description	A brief description of the reported interaction.
Interaction ID	The interaction record number.
Impact	The level of impact this issue has on the company and its end users. The impact can be classified as one of the following values: 1–Enterprise 2–Site/Department 3–Multiple Users 4–User
Urgency	The importance of the service request to the recipient. The urgency can be classified as one of the following values. The default value is 4–Low. 1–Critical (Severe business disruption) The business unit or subunit is unable to operate; a critical system component has failed or is severely impaired. 2–High (Major business disruption) A critical user or user group is unable to operate, or the business unit experiences a significant reduction in system performance. 3–Average (Minor business disruption) A single user is unable to operate with no available work around. 4–Low (Minor disruption) A single user or user group is experiencing incidents, but a workaround is available.
Priority	The priority value is calculated by using the initial impact and urgency values.

Column name

Description

Status

The status of the interaction record.

Description

A brief description of the reported interaction.

Interaction ID

The interaction record number.

Impact

The level of impact this issue has on the company and its end users. The impact can be classified as one of the following values:

Urgency

The importance of the service request to the recipient. The urgency can be classified as one of the following values. The default value is 4–Low.

1–Critical
(Severe business disruption) The business unit or subunit is unable to operate; a critical system component has failed or is severely impaired.
2–High
(Major business disruption) A critical user or user group is unable to operate, or the business unit experiences a significant reduction in system performance.
3–Average
(Minor business disruption) A single user is unable to operate with no available work around.
4–Low
(Minor disruption) A single user or user group is experiencing incidents, but a workaround is available.

Priority

The priority value is calculated by using the initial impact and urgency values.

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