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 agreements overview > Working with service agreements > Service Level Agreement alerts

Service Level Agreement alerts

The Service Level Agreement (SLA) include the following five out-of-box alerts:

SLA - 25%
SLA - 50%
SLA - 75%
SLA - BREACH
SLA - Objective 30 minutes from expiration

These alerts trigger standard notifications when SLA deadlines approach a pre-defined threshold. Administrators can change these out-of-box settings or create new ones that apply your business rules to SLA alerts.

Alert levels

You can set alerts at these five alert levels:

You can add or edit SLA alerts for a Service Level Target (SLT). Select the Service Criteria tab or Process Criteria tab of the SLT record and go to the Escalations section. Double-click an existing alert to edit the alert, or insert the cursor in an empty row to add an existing alert to the individual SLT.
You can specify alerts in an SLM Integration record in the slamodulecontrol table. Click Service Level Management > Administration > Configure Application. Click Search to display a list of existing SLM Integration records.
You can define alerts for all Service Targets in the SLA Control record. Double-click an existing alert to edit the alert, or click in an empty row to add an existing alert to all Service SLTs.

Send Help Center feedback