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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- Change Management tasks
- Access Change Management reports
- Create a change task
- Update a change task
- Close a change task
- Reopen a change task
- Print a change request
- Print a change request list
- Associating a change with another record
- Associate a change with another change
- Set a reminder for a change request
- View a list of services potentially affected by an outages
- Using Mass Update with Change Management record lists
- What are notifications?
- Change Management and Service Level Agreements
Change Management and Service Level Agreements
Change Management enables you to select one or more Service Level Agreements (SLA) to relate to a change record. When you open a change, you can choose one Customer SLA for the contact, the same Customer SLA or a different one for the contact and one or more applicable Service SLAs for the contact's subscriptions to a service, or no SLAs at all. Service SLAs only apply if the change references a Business Service, the contact has a subscription to the service, and the subscription references an SLA. The following list describes the system's process for relating SLAs to a change record.
- If one SLA is associated with the change based on the contact, the Customer SLA is added to the change.
- If the contact has an Individual Subscription for the Configuration Item (CI), the Service SLA from that subscription is added to the change.
- If the contact has a Department Subscription for the CI, the Service SLA from that subscription is added to the change.
- If the contact has neither, then no Service SLA is added to the change.
The SLAs should contain all Service Level Targets (SLTs) that define the business rules for all response and availability metrics. You can choose as many SLTs as necessary to describe your response or availability commitment. If necessary, you can add more SLTs that meet your criteria.
When you view the new record, the SLT section lists the SLTs related to the change.
Related topics
