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 |
|---|---|---|
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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 Target duration
When you define a Service Level Target, you must specify a duration value. The duration is the amount of time that the Service Desk has to meet the target objectives. For details of how Service Management calculates duration for Service Level Targets, see Service Level Target duration calculation details.
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For an Initial Review target, duration is the acceptable amount of time that the Service Desk has to complete all activities related to logging, categorizing, and assigning an incident to an analyst. Defining a reasonable amount of time to complete this work sets appropriate expectations between the Service Desk and the customer for an acceptable response.
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For a Resolution target, duration is the acceptable amount of time that the assignment group or individual has to completely resolve the issue to the customer's satisfaction. This includes the actual work, review, and closure of the incident.
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For a Chat request target in Request records, duration is the acceptable amount of time that an agent has to respond to a chat request.
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For an Approval target in Service request records, duration is the acceptable amount of time that the approver has to approve the ticket.
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For a Fulfillment target in request records, duration is the acceptable amount of time for the request to be fulfilled.
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For a Time in group target (for an OLA), duration is the time the request is permitted to be in the assignment group.
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When the Service Desk consistently meets the expectations defined by target duration, customer satisfaction improves.
Service Level Target duration calculation details
The following table and supporting notes show how Service Management calculates SLT durations from the available data.
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Target type |
Record type |
Duration measurement | |
|---|---|---|---|
| Start | End | ||
| Initial Review |
HR Support Request IT Support Request |
Creation of the request | Request enters the Fulfillment metaphase |
| Initial Review | Incident | Creation of the incident | Incident enters the Resolution metaphase |
| Resolution |
HR Support Request IT Support Request |
Creation of the request | Request enters the Validation metaphase |
| Resolution | Incident | Creation of the incident | Incident enters the Validation metaphase |
| Chat request |
HR Support Request IT Service Request IT Support Request |
Creation of the chat request | Agent replies, or the user aborts the chat request |
| Approval | IT Service Request | Enter Approval metaphase | Exit Approval metaphase |
| Fulfillment |
HR Support Request IT Service Request |
Enter Fulfillment metaphase | Exit Fulfillment metaphase |
| Time in Group | Incident | Incident is assigned to the group | Incident stops being assigned to the group |
| Time in Group |
HR Support Request IT Service Request IT Support Request |
Request is assigned to the group |
Request stops being assigned to the group |
Note
The duration calculation takes into account:
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Work schedule time periods.
For example, if the relevant Work schedule is Monday to Friday from 09.00 to 17.00, the calculation of duration includes only the time within that specified range. If there is no Work schedule, the calculation includes all time, 24/7.
For more information about Work schedule time periods, see Time periods.
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Time during which Request status is set to Pending end user or Suspended or when Incident status is set to Pending or Suspended. Such time does not count towards the calculation of the duration.
