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.
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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". |
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. |
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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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Monitor OLA and UC Performance
Service guarantees exist between IT and other departments in the organization to track hardware or software asset availability and response performance. For example, the IT department might guarantee that a department server will be available 98% of the time and that 99% of the time IT will respond to an outage involving that device within one hour. You can use Service Level Agreements (SLAs) to monitor the performance of Operational Level Agreements (OLAs) in support groups and Underpinning Contracts (UCs) with applicable vendors.
The Incident Coordinator monitors all incidents assigned to the support group and applicable vendors. The Incident Coordinator can reassign an incident to another group or escalate an incident to the Incident Manager if the target time is exceeded or close to being exceeded.
To monitor OLA and UC performance:
- Click Incident Management > Incident Queue or view your To Do queue.
- Click the list in the Queue field and select Incident.
- Select an OLA-UC breach view to see which incidents need follow-up or reassignment. Talk to the Incident Analyst or vendor working
on the incident to receive a status update and discuss possible resolutions. The OLA-UC breach views include:
- Breach within 1 hour
- Breach within 4 hours
- Breach within 1 day
Note: You can add these views to your Favorites in the navigation tree for easy access.
- When you locate an incident that has not been resolved on time, the SLA Breached field in the SLA section is checked.
- Based on your review of the incident and discussion with the Incident Analyst or vendor, you determine how to proceed with resolving the incident.
For example:
- Reassign to a second- or third-line support group with more knowledge.
- Escalate the incident. Reassign the incident to the Incident Manager, and then contact the Incident Manager so the escalation process can begin.
- Open the Activities section, and then provide the applicable entries for the New Update Type and New Update fields to add current status information and actions required to resolve the incident.
- Click Save & Exit.
Related topics
Incident Management overview
Alerts and escalation
Linked service contracts
Operational Level Agreements
Prioritizing incidents, problems, requests, and changes
Standard alerts and Service Level Agreements
Why are service agreements important?
Working with service contracts
Working with service agreements
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