The Workflow for Agreements, Underpinning Contracts

The full Service Level Management module was moved towards Process Designer. As part of this step, the following workflow was introduced to support the several activities in the Service Level Management process.

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)`

Phase	Description
Draft	Initialize a new SLR, OLA or UC in draft phase to document all required details
Review	Review with the various stakeholders the documented details prior activating the SLA, OLA or UC
Agreed	The SLA, OLA and UC are agreed and active.
Expired	The SLA, OLA and UC are expired and inactive.
Abandoned	The SLA, OLA and UC have been abandoned.

Phase

Description

Draft

Initialize a new SLR, OLA or UC in draft phase to document all required details

Review

Review with the various stakeholders the documented details prior activating the SLA, OLA or UC

Agreed

The SLA, OLA and UC are agreed and active.

Expired

The SLA, OLA and UC are expired and inactive.

Abandoned

The SLA, OLA and UC have been abandoned.