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 > Service Level Management > Service Level Management overview > Service agreements overview > Application integration > Calculating response time

Calculating response time

ITSMA Service Management calculates response time with the sla.state.change application. To measure response time for an application event, Service Management uses the out-of-box (or customized) slamodulecontrol record for the external application. In addition, the administrator must ensure that the application record has fields that are referenced by the sla.state.change application, such as:

sla.breach
next.breach
logical.name.vj.duration
logical.name.vj.sloavail

For example, to enable process metrics for a module, an administrator must add the sla.breach, next.breach, logical.name.vj.duration, and logical.name.vj.sloavail fields to the record table before SLM can be configured for the module. Most of the major tables (probsummary, request, etc) that can use SLM already contain these fields out of box.

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