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 Management2017.11

Use > Problem Management > Problem Management overview > Problem Management and Service Level Management

Problem Management and Service Level Management

Problem Management supports the selection of more than one applicable SLA for a problem record. When you open a problem, you can choose a Customer SLA for the contact, a Customer SLA for the contact and one or more applicable Service SLAs for the contact's subscriptions to a service, or no SLAs at all. Service SLAs only apply if the problem references a Business Service, the contact has a subscription to the service, and the subscription references an SLA. The following describes the system's process for adding SLAs to a problem record.

If one SLA is associated with the problem based on the contact, the Customer SLA is added to the problem.
If the contact has an Individual Subscription for the CI, the Service SLA from that subscription is added to the problem.
If the contact has a Department Subscription for the CI, the Service SLA from that subscription is added to the problem.
If the contact has neither, then no Service SLA is added to the problem.

The SLAs should contain all Service Level Targets (SLTs) that define the business rules for all process and service metrics. You can choose as many SLTs as necessary to describe your process and service commitment. If necessary, you can add more SLTs that meet your criteria.

When you view the new record, the SLA section lists the Process Time Objectives that apply to the problem.

See the related topics to view the definitions for Customer SLA and Service SLA.

Send Help Center feedback