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 > Service Contract administration > Service Contract Entitlement records

Service Contract entitlement records

When a customer contacts a client company and requests service, it is important to determine whether the customer is entitled to additional service. If the contract provides for five service desk interactions, and the customer has five interactions completed, service may be denied.

Because the precise nature of language and rules varies from contract to contract, the process of determining which contract applies at a given time is complex and difficult to generalize. The entitlement determination process identifies the contract and the Service Level Agreement that applies to the current situation. HPE Service Manager uses entitlement records to verify that:

The referenced contract permits service at this time.
The contact has not exceeded the allocated number of service desk interactions.
The contact has not exceeded the contracted number of incidents.

Service Manager checks all of this information automatically from the incident, service desk interaction, or change request if the Service Contract application is enabled. The Service Contract entitlement information appears in each contract on the Details and Rules tabs.

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