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 Level Management administration tasks
- Create a new service contract
- Delete a service contract
- Edit a service contract
- Edit the Service Contract Control record
- View a service contract
- View an exceeded interaction allocation service contract
- View an exceeded incident allocation service contract
- View an expired service contract
- View an overspent service contract
- Create a Labor Performed Detail record
- Create a Parts Detail record
- View a Labor Performed Detail record
- View a Parts Detail record
- Enable automatic outage posting
- Disable automatic outage posting
- Change outage start and end times
- Enable outage spreading
- Disable outage spreading
- Edit the Service Level Management control record
- Link an SLA to a contact record
- Link an SLA to a company record
- Recalculate availability and response time
- View service agreement metrics
- Configure Process Targets for assignment groups
- Research overall results
- Research service metrics
- Research process metrics
- Check Service Level Target metrics on a dashboard
- Assign a Service Level Agreement to a department
- Assign a Service Level Agreement to a company
- Assign a default Service Level Agreement
- Assign an Operational Level Agreement or an Underpinning Contract to an assignment group
- Display a cost table and expense line record
- View an expense line record
- Configure time duration settings
- Example: How to make Service Catalog Item Expiration work
Check Service Level Target metrics on a dashboard
You can check the overall status of the Service Targets or Process Targets to better understand the performance of your business. The Service Level Agreement (SLA) dashboards provide comprehensive information about the targets.
To check the Service Level Target metrics on the SLA dashboards, follow these steps:
- Click Service Level Management > SLA Overview.
- Select a category of information that you want to check from the drop-down list on the toolbar.
- (Optional) To save the current page as the default view of the dashboard, click the Save as home page icon .
- (Optional) To get the latest data, click Refresh .
- (Optional) To export the current page as a PDF document, click Export .
- (Optional) To create a new dashboard, click Create New Dashboard and then follow the instructions.
- (Optional) To add new content into the dashboard, click Add Content and then follow the instructions. For example, you can add new content to the dashboard to monitor the SLA, OLA, or UC status.
Note A new table "sloresponsehist" is added, and the table is mainly a copy of the standard "sloresponse" dbdict with necessary amendments for the working time of assignment groups. You can use the table for report generation.
Related topics
Service Level Agreement performance and reporting
Process metrics
Response time data
Service metrics
Availability data
Researching response and availability results
Service Level Agreement dashboards
Service Level Agreement reports
Related topics
View service agreement metrics
Research service metrics
Research process metrics
Recalculate availability and response time
