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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Response time data
Service Level Targets (SLTs) measure response time guarantees in the case of an outage. Service Level Management gathers the following information about response times from SLT records and stores it in the Service Level Agreement (SLA):
- Application name
- Initial state
- Final state
When you view the SLA, Service Level Management displays a complete list of all process and service SLTs and their current status. Service Level Management gathers response data from service desk interactions, change requests, change tasks, incidents, problems, problem tasks, requests and request tasks.
Related topics
Service Level Management
Working with service agreements
Service Level Agreement performance and reporting
Process metrics
Service metrics
Availability data
Recalculating Service Level Agreement data
Service Level Agreement dashboards
Service Level Agreement reports
Related topics
