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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Linking application records to service agreements
When you enable an application to work with Service Level Management and you create new service desk interactions, incidents, problems, requests, service catalog items, or change records, you can link the application record to a service agreement in the following ways:
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Customer SLA
Service Manager automatically assigns a department or company SLA as the Customer SLA to the application record if it exists. This would be an SLA defined for the contact’s department or company.
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Service SLA
The SLA for the contact’s subscription to a Configuration Item (CI). This is true only if the application record references a Business Service, the contact has a subscription to the service, and the subscription references an SLA.
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Default SLA
If there is no SLA but there is a default SLA specified in the SLA control record, Service Manager automatically assigns the default SLA to the application record.
Related topics
Service Level Management
Service agreements overview
Why are service agreements important?
Service Level Targets
Service Level Target catalog
Application integration
Calculating response time
Related topics
Access Service Level Agreements from Configuration Management
Edit the Service Contract control record
