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 Manager9.52

Use > Request Fulfillment > Request Fulfillment overview > Request Fulfillment and service level agreements

Request Fulfillment and service level agreements

Process target in Service Level Management is supported by requests and request tasks. The following are the out-of-box process targets:

Request with global lead time defined

The duration is defined in the global.lead.time field of the request record.
Request Task with planned lead time defined

The duration is defined in the planned.lead.time field of the request task record.
Other out-of-box process targets without lead time defined, such as:
- Platinum - Request without global lead time defined (duration is 12:00:00)
- Platinum - Request Task without planned lead time defined (duration is 12:00:00)
- Gold - Request without global lead time defined (duration is 1 00:00:00)
- Gold - Request Task without planned lead time defined (duration is 1 00:00:00)
- Silver - Request without global lead time defined (duration is 3 00:00:00)
- Silver - Request Task without planned lead time defined (duration is 3 00:00:00)
- Bronze - Request without global lead time defined (duration is 5 00:00:00)
- Bronze - Request Task without planned lead time defined (duration is 5 00:00:00)