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 |
|---|---|---|
| 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 |
|---|---|---|
|
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 and reports
Service Management's reporting functionality allows you to see how your Service Level Management is performing, using out-of-the-box reports, or reports that you create.
The available out-of-the-box reports include:
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Average elapsed duration for incidents and requests by priority, service, or group
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Chat request response achievement rate
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Initial review and resolution achievement rate for incidents and requests
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SLT achievement percentage for incidents
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SLT achievement percentage for incidents in initial review or resolution by owning group, priority, or service
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SLT achievement percentage for requests
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SLT achievement percentage for requests in chat request response by assignment group, priority, or service
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SLT achievement percentage for requests in initial review by assignment group, priority, or service
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SLT achievement percentage for requests in resolution by assignment group, priority, or service
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SLT overall report by record and target type
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Status of active Fulfillment SLTs
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Status of active Time in Group OLTs
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Analysis of Group load by OLA
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Resolution SLT achievement results by team
For information on how to create a Service Level target (SLT) performance report, see How to work with reports.
When creating or editing a Service Level Target (SLT) performance report, you can select the Percentage of time elapsed field as one of the grouping options in the report. This field represents the percent of target time that has already passed. For more information on how to select a grouping field for a report, see Report properties.
