Edit the Service Level Management control record

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Applies to User Roles:

System Administrator, Administrator

The Service Level Management (SLM) control record specifies the basic configuration options for the service agreements in Service Manager.

To edit the SLM control record options, follow these steps:

Click Service Level Management > Administration > Edit Control Record.

Select or clear any service agreement options.

Option	Description
Enable SLM Application	Integrate Service Level Management with Incident Management, Problem Management, Request Management, and Service Desk. You must log out and log back in for changes to this record to take effect.
Check Service Hours	Prevent users from opening Incident records outside of the service hours defined in the service agreement. A dialog box advises the operator that service is unavailable.
Allow Override of Service Hours Violation	Permit new service desk interactions outside of the hours specified in the service agreement.
Default SLA	Choose the default SLA to apply when no SLA is specified for the contact’s department or company.
Default OLA	Choose the default Operational Level Agreement (OLA) to apply when no OLA is specified for the contact’s department or company.
Effective Condition	Specifies the condition under which the service agreements are operating (e.g. the"agreed" phase).
Group Table Name	Specifies the default group list for an OLA and UC.
Schedule Time Interval	Specify in how many minutes the corresponding sla schedule record will expire after a record (for example, a Change or Incident record) is created. You can select one of the three options: 2 minutes 5 minutes 10 minutes By default, no option is selected and 2 minutes is used.
Standard Alerts	List the alerts that occur when the application does not generate specific alerts.