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 > Response time data

Response time data

Service Level Targets (SLTs) measure response time guarantees in the case of an outage. Service Level Management gathers the following information about response times from SLT records and stores it in the Service Level Agreement (SLA):

Application name
Initial state
Final state

When you view the SLA, Service Level Management displays a complete list of all process and service SLTs and their current status. Service Level Management gathers response data from service desk interactions, change requests, change tasks, incidents, problems, problem tasks, requests and request tasks.

Send Help Center feedback