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 Manager9.51

Use > Service Level Management > Service Level Management overview > Service Level Management administration > Time duration data processing

Time duration data processing

HPE Service Manager records the system data provided by the SLM module license and configuration. Service Manager extracts the system data against status, phase and assignment group changes, and then calculates the duration values according to your metrics. You can then configure calculation or time duration reports to display the time duration data based on the calculation results.

Note If you modify calculation metrics for duration reports , the modified configurations only take effect on newly created tickets.

The time duration data can be processed for further analysis. Currently, Service Manager supports the following tables and fields.

Module	Monitor field changes
incidents	State, Phase, Assignment
probsummary	State, Phase, Assignment
imTask	State, Assignment
cm3r	State, Assignment
cm3t	State, Assignment
rootcause	State, Phase, Assignment
rootcausetask	State, Phase, Assignment
request	State, Phase, Assignment
requestTask	State, Phase, Assignment
svcCartItem	State, Phase

The raw time stamp of the field status changes can be extracted from the following tables. To configure the time duration settings, see Configure time duration settings.

Field	Table
State	slaactive Note The information in this table requires that SLM is enabled in this application. The default field is the Process target state field set from Service Level Management > Administration > Configure Application. If SLM is not enabled, no data is available for this field and the time duration process is not working.
Phase	workflowhistory (for PD only)
Assignment	assignmentlog Note The information in this table requires that SLM is enabled in this application. The default field is the Record Group Field Name set from Service Level Management > Administration > Configure Application. If SLM is not enabled, no data is available for this field and the time duration process is not working.

After the data is extracted and processed, Service Manager saves the field change metrics in the following tables.

Note Make sure that the background schedule of timedurationdata process is started to process the raw time stamp information. For details about how to start the background schedule process, see Report background schedule process.

timeDuration4probsummary
timeDuration4cm3r
timeDuration4request
timeDuration4incidents
timeDuration4imTask
timeDuration4cm3t
timeDuration4requestTask
timeDuration4rootcause
timeDuration4rootcausetask
timeDuration4svcCartItem

You can apply the data in these tables to create calculation or time duration reports. For details about how to create a report by using the time duration metrics, see Create a calculation report by using duration metrics.

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