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 Management

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Service Level Agreement workflow

This section describes the metaphases and subordinate phases in the life cycle of a Service Level Agreement.

The Service Level Agreement workflow relies on business rules. Rules repeat from one phase to another when the end user can make a change to a field affected by a business rule during that phase.

Metaphase: New

The subordinate phase is New.

Phase	Transition	Description
New	Automatic	The starting point for a Service Level Agreement. Next phase: Inactive

Phase

Transition

Description

New

Automatic

The starting point for a Service Level Agreement.

Next phase: Inactive

Metaphase: Inactive

The subordinate phase is Inactive.

Phase	Transition	Description
Inactive	Manual	The Service Level Agreement is being edited but is not yet active. Alternatively, it is expired or no longer active but is kept for historic reference. Next phase: Active

Phase

Transition

Description

Inactive

Manual

The Service Level Agreement is being edited but is not yet active. Alternatively, it is expired or no longer active but is kept for historic reference.

Next phase: Active

Metaphase: Active (End)

The subordinate phase is Active.