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 Agreement alerts
The Service Level Agreement (SLA) include the following five out-of-box alerts:
- SLA - 25%
- SLA - 50%
- SLA - 75%
- SLA - BREACH
- SLA - Objective 30 minutes from expiration
These alerts trigger standard notifications when SLA deadlines approach a pre-defined threshold. Administrators can change these out-of-box settings or create new ones that apply your business rules to SLA alerts.
Alert levels
You can set alerts at these five alert levels:
- You can add or edit SLA alerts for a Service Level Target (SLT). Select the Service Criteria tab or Process Criteria tab of the SLT record and go to the Escalations section. Double-click an existing alert to edit the alert, or insert the cursor in an empty row to add an existing alert to the individual SLT.
- You can specify alerts in an SLM Integration record in the slamodulecontrol table. Click Service Level Management > Administration > Configure Application. Click Search to display a list of existing SLM Integration records.
- You can define alerts for all Service Targets in the SLA Control record. Double-click an existing alert to edit the alert, or click in an empty row to add an existing alert to all Service SLTs.
Related topics
Service Level Management administration tasks
Service Level Management control record
Service Level Agreement links
Service agreement application integration records
Defining Service Level Targets
Service Targets
Process Targets
Standard alerts and Service Level Agreements
Prioritizing incidents, problems, requests, and changes
Related topics
