Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Search for | Example | Results |
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A single word | cat
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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 |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that do not contain a specific word or phrase |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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Service Level Management control record
The Service Level Management control record configures the following settings:
- Enable the SLM application
- Verify that a new service desk interaction occurs during the supported service hours
- Specify if the service desk operator can accept a new interaction outside of the supported service hours
- Choose a default Service Level Agreement (SLA) to apply when no SLA is assigned to the contact or to the contact’s company
- Define alerts that occur if no other application-specific alerts occur first
Tip If necessary, press Ctrl+H in the Windows client or F1 in the Web client to view help from each field in the SLM control record.
Related concepts
Service Level Management administration tasks
Service Level Agreement links
Service agreement application integration records
Defining Service Level Targets
Service Targets
Process Targets
Service Level Agreement alerts
Prioritizing incidents, problems, requests, and changes
Related tasks
We welcome your comments!
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