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 administration
Service agreement selection process
Service Level Management assigns a service agreement to a new service desk interaction, change, incident, request or problem by using the following selection process:
- The value in the slamodulecontrol record Customer Field is the search argument used to match a contact specified in an SLA candidate.
- The first candidate SLA is the one assigned to the contact’s department. The departmental SLA sets expectations for the response time and service entitlements when department personnel request a service.
- If no department SLA exists, the next candidate SLA is the one assigned to the contact’s company.
- If no company SLA exists, the next candidate is the default SLA specified by the SLA Control record.
- At any point in the selection process, if the current date and time does not fall within the limits of an SLA candidate, the next SLA candidate is considered. It is a good idea to ensure that the default SLA does not contain highly restrictive date and time limitations and describes general support for all services.
When Service Level Management selects the appropriate SLA, it also populates the new service desk interaction, change, incident, or problem record with the name of any service contract linked to the SLA.
Note: You can override the automatic selection process if you click the list in the SLA field and select a different one.
Example
A new manager (the contact) who requests email setup could expect a response within four business hours, based on whether a response SLA requires that services for managers have a higher priority than services for an intern. If there is no departmental policy that prioritizes this service, the next SLA selection level might be a company-wide response policy that does not prioritize by job description but instead by key services.
The final selection level would be the default SLA that describes general support for all services.
Related topics
Service Level Management
Working with service agreements
Operational Level Agreements
Service Level Agreement components
Outages
Service Level Agreement performance and reporting
Related topics
Create a new Service Level Agreement
Edit a Service Level Agreement
Access service agreements from other applications
View service agreements from Configuration Management
