Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.50

Use > Service Level Management > Service Level Management overview > Service agreements overview > Defining Service Level Targets > Service Level Target duration types

Service Level Target duration types

The duration of a Service Level Target (SLT) specifies a span of time in which the target must be met. You can assign the following duration types to an SLT:

Interval: Directly specifies the span of time in days or hours. The number of days and hours must be specified in this format: ddd hh:mm:ss.

Note In this duration type, one day is counted as 24 hours.
Calculation: Specifies the ways of calculating the duration. Only business hours are counted in these calculations. Service Level Management has the following calculated durations.
- End of Business Day: Specifies when to start counting the time for an SLT in a business day. You can optionally specify a buffer before the end of a business day, so that records submitted within the buffer time are handled later.
- End of Business Week: Specifies when to start counting the time for an SLT in a business week. You must specify when the business week ends and optionally specify a buffer before the end of a business day, so that records submitted after a certain day in the week or within the buffer time are handled later.
- Work Schedule based Expiration: On top of the "End of Business Day" calculation, this option offers an additional period of time for record handling.
- Service Catalog Item Expiration: Specifies that the duration defined in the Service Catalog item request is used.
  Note This option takes effect only when Delivery Targets are defined for the corresponding Service Catalog item request.
Duration in Record: Specifies that the system uses the duration defined in the record as the duration of the SLT. When this option is selected, you need to enter a valid field name for the record in the Field in Record) box.

Note In addition to fixed intervals, this option supports flexible intervals that are calculated from record fields. For example, calculations can be executed using a rule set from the workflow.

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