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 Contracts overview > Working with service contracts > Entitlement checking

Entitlement checking

When a customer contacts a client company and requests service, it is important to determine whether that customer is entitled to additional service. If the contract provides five service requests, and the customer has already reached that limit, service may be denied. Because the precise nature of language and rules varies from one contract to another, determining what the contract covers is complex.

Entitlement checking identifies the contract and a Service Level Agreement (SLA) that apply to the current situation. Service Level Management automatically verifies whether the requested service is within the specified service hours and the service budget.

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