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 |
|---|---|---|
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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 Aging Report
Description
The Request Aging report provides an overview of the top 20 categories of requests which are submitted in the last 30 days and are included in the highest 90th percentile for request duration. It also enables the user to review, for each category, the distribution of requests by request duration and by request submission date. In addition, detailed breakdown of overall requests count by duration (1"t" refers to request duration. t<=1 day 2In this document, "days" refer to calendar days., 1<t<=3 days, 3<t<=7 days, 7<t<=15 days, 15<t<=30 days, 30<t<=60 days, 60<t<=90 days, 90<t<=120 days) is also provided by this report.
This report organizes the aforementioned information using both 3D and 2D bar graphs. You can get an overview of the top 20 categories of requests which have the highest 90th percentile for requests duration on the first page of this report. On the second page, the Request Count by Duration analysis is displayed in 2D bar graph. To view detailed breakdown of the requests, you can click the Groups tab in Crystal Preview panel and select the categories you are interested in.
Customer Value
This report provides a quick view of the top 20 categories of requests which have the highest 90th percentile for requests duration. It also displays request median duration and 90th percentile duration for each category. This report can be used by the IT Management team to get a general impression on request handling overall performance. Also, it can help management team identify the most challenging area of requests handling.
