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 > Change Management > Change Management workflows and user tasks > Change Management tasks > Change Management and Service Level Agreements

Change Management and Service Level Agreements

Change Management enables you to select one or more Service Level Agreements (SLA) to relate to a change record. When you open a change, you can choose one Customer SLA for the contact, the same Customer SLA or a different one for the contact and one or more applicable Service SLAs for the contact's subscriptions to a service, or no SLAs at all. Service SLAs only apply if the change references a Business Service, the contact has a subscription to the service, and the subscription references an SLA. The following list describes the system's process for relating SLAs to a change record.

If one SLA is associated with the change based on the contact, the Customer SLA is added to the change.
If the contact has an Individual Subscription for the Configuration Item (CI), the Service SLA from that subscription is added to the change.
If the contact has a Department Subscription for the CI, the Service SLA from that subscription is added to the change.
If the contact has neither, then no Service SLA is added to the change.

The SLAs should contain all Service Level Targets (SLTs) that define the business rules for all response and availability metrics. You can choose as many SLTs as necessary to describe your response or availability commitment. If necessary, you can add more SLTs that meet your criteria.

When you view the new record, the SLT section lists the SLTs related to the change.

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