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 Level Management administration > Service Level Management control record

Service Level Management control record

The Service Level Management control record configures the following settings:

Enable the SLM application
Verify that a new service desk interaction occurs during the supported service hours
Specify if the service desk operator can accept a new interaction outside of the supported service hours
Choose a default Service Level Agreement (SLA) to apply when no SLA is assigned to the contact or to the contact’s company
Define alerts that occur if no other application-specific alerts occur first

Tip If necessary, press Ctrl+H in the Windows client or F1 in the Web client to view help from each field in the SLM control record.