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 > Service Level Management > Service Level Management overview > Service agreements overview > Working with service agreements > Process metrics

Process metrics

Each service desk interaction, change request, incident, or problem record displays metric information when you enable the Service Level Agreement (SLA) component to work with these applications. Thereafter, each new service desk interaction, change request, incident, or problem record has an SLT section that identifies the related SLA and shows the Service Level Target (SLT) performance metrics.

The process information includes:

Status
- Achieved
- Running
- Breached
- Suspended
- Inactive
SLT Name
Agreement Name
Agreement ID
From
To
Expiration
Total Elapsed Time

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