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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Service Level Agreement components
A Service Level Agreement (SLA) has few required fields. You must specify this information:
- Type that identifies an SLA as either a Service or Customer SLA
- Customer name
- Title (name) of the SLA
- Date when the SLA begins
- Date when the SLA expires
The optional information describes Service Level Targets, a linked contract (if applicable), and related agreements.
An SLA produces metrics through a link to a department or company record. An administrator must ensure that department records specify which SLA governs the department, and that company records specify which SLA governs the company.
Related topics
Service Level Management
Working with service agreements
Operational Level Agreements
Service agreement selection process
Outages
Service Level Agreement performance and reporting
Related topics
Create a new Service Level Agreement
Edit a Service Level Agreement
Access service agreements from other applications
View service agreements from Configuration Management
