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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Assigning Service Level Targets to an application record
When you create a new interaction, change request, request, incident, or problem record, you can choose a Customer SLA for the contact or a Customer SLA for the contact and one or more applicable Service SLAs for the contact's subscriptions to a service. Service SLAs only apply if the application record references a Business Service, the contact has a subscription to the service, and the subscription references an SLA. The following describes the system's process for adding SLAs to an application record.
- If one SLA is associated with the application record based on the contact, the Customer SLA is added to the record.
- If the contact has an Individual Subscription for the CI, the Service SLA from that subscription is added to the application record.
- If the contact has a Department Subscription for the CI, the Service SLA from that subscription is added to the application record.
- If the contact has neither, then no Service SLA is added to the application record.
The SLAs should contain all Service Level Targets (SLTs) that define the business rules for all process and service metrics. You can choose as many SLTs as necessary to describe your process and service commitment. If necessary, you can add more SLTs that meet your criteria.
When you view the new record, the SLA section lists the SLTs that apply to the application record.
See the related topics to view the definitions for Customer SLA and Service SLA.
Related topics
Working with service agreements
Service agreement selection process
Service Level Target selection process
Related topics
Assign a Service Level Agreement to a department
Assign a Service Level Agreement to a company
Assign a default Service Level Agreement
