Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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- Service Level Management procedures
- Create a Service Level Target set record
- Edit a Service Level Target set record
- Add a Service Level Target definition record
- Edit a Service Level Target definition record
- Delete a Service Level Target definition record
- Create a Service Level Agreement record
- Edit a Service Level Agreement record
- Delete a Service Level Agreement record
- Relating Service Level Agreements to records
- Add Service Level Target event business rules
Relating Service Level Agreements to records
The service level targets for a request or incident are based on Service Level Agreements as follows:
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For IT support requests and incidents, the targets are defined according to the agreements defined on the actual service associated with the incident or request. If no specific agreement was defined for the service, the default agreement is used.
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For HR support requests, the targets are based on the agreement associated with the underlying offering. If no specific agreement was defined for the offering, the default agreement is used.
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For IT service requests, the targets are based on the agreement associated with the underlying offering. There is no default agreement for IT service requests.
For all record types (requests and incidents), it is also possible to define the agreement in one of the following ways:
For IT support, HR support, and IT service requests:
- Via a Set field business rule defined on the request record type which sets the SLA or OLA/UC field to the required agreement. You can define such a business rule from the Records module. For more information on defining business rules, see How to add a business rule.
- Via a Set field business rule defined on the underlying offering which sets the SLA or OLA/UC field to the required agreement. You can define such a business rule from the Rules tab in the offering. For more information, see Offering business rules.
- Via the SLA or OLA/UC fields on the underlying offering. For more information, see Agreements.
For incidents:
- Via a Set field business rule defined on the incident record type which sets the SLA or OLA/UC field to the required agreement. You can define such a business rule from the Records module. For more information on defining business rules, see How to add a business rule.
- Via a Set field business rule defined on the underlying incident model which sets the SLA or OLA/UC field to the required agreement. You can define such a business rule from the Rules tab in the incident model. For more information, see Incident model business rules.
