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 |
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| 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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Service Catalog Integration: Service Level Management
There are several ways to measure the request fulfillment using Service Level Agreements (SLAs).
Monitoring the Service Request
All catalog requests are opened and associated with the requester’s default SLA. This SLA is defined in the requester’s department or at the company record level, or at the system level.
Note: There is a default SLA defined in the Service Manager Service Level Management module.
In the SLA, you can define Response Time Service Level Objectives against catalog requests. These objectives will typically define the agreed-upon time for the request to move from one state to another. In particular, administrators can define a time agreement from request approval to request fulfillment. It is possible to have multiple response time objectives that will each only apply to certain kind of service requests. Service Manager offers flexibility in that area. In particular, it is possible to link the response time to selected delivery objectives. Delivery objectives are delivery options that can be defined as part of the Service Catalog module, which helps define the target delivery date.
Each catalog item or bundle definition record contains a Delivery Targets tab where a catalog manager can add or remove multiple objectives and list dependencies for these objectives.
Delivery Targets can be limited to specific group of users, based on their default SLA. For example, consider a delivery objective of three business days that provides one service level with associated limitations:
| Delivery Target | Limit Access to ... |
|---|---|
| 3 Business Days | Sales Gold, Marketing Gold, Executive Gold |
| 6 Business Days | All other users |
As defined above, the three-business-day delivery objective is only available to specific requesters with listed Gold SLAs. Everyone else requesting the service is given only one (and thus defaulted) choice: six business days.
Monitoring the Fulfillment Process
It is also possible to monitor directly the fulfillment processes that are spawned from the service requests. The same default user SLA that was used for the service request will be used for the fulfillment request. Any response-time service level objective that applies will help measure the fulfillment process.
