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.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
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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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:
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Request with global lead time defined
The duration is defined in the global.lead.time field of the request record.
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Request Task with planned lead time defined
The duration is defined in the planned.lead.time field of the request task record.
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Other out-of-box process targets without lead time defined, such as:
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Platinum - Request without global lead time defined (duration is 12:00:00)
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Platinum - Request Task without planned lead time defined (duration is 12:00:00)
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Gold - Request without global lead time defined (duration is 1 00:00:00)
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Gold - Request Task without planned lead time defined (duration is 1 00:00:00)
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Silver - Request without global lead time defined (duration is 3 00:00:00)
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Silver - Request Task without planned lead time defined (duration is 3 00:00:00)
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Bronze - Request without global lead time defined (duration is 5 00:00:00)
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Bronze - Request Task without planned lead time defined (duration is 5 00:00:00)
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Related topics
Request Fulfillment security roles
Request Fulfillment administration
Request Fulfillment configuration
