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 administration tasks > Configure Process Targets for assignment groups

Configure Process Targets for assignment groups

Before you can check the record handling performance of a group that is assigned to handle a record, you must configure the associated Process Target so that the system applies the duration of a target to specific group(s).

Note This configuration only applies to the Operation Level Agreement (OLA) or Underpinning Contract (UC) service level categories.

To configure a Process Target for assignment groups, follow these steps:

Click Service Level Management > Agreements > Process Targets.
If you want to define a new target, go to the next step.
If you want to edit an exiting target, specify your search criteria in appropriate fields, click Search, and then click an appropriate SLT ID .
Select appropriate assignment groups from the Duration scope drop-down list.
(Optional) If the duration type is Interval or Duration in Record, you can select Assignment Group as the applicable schedule and time zone by clicking Assignment Group.
The schedule and time zone that is defined for the assignment group is used. If no schedule or time zone is defined for the assignment group, the system uses 24x7 as the default schedule and the time zone of the system server as the default time zone.

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