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 |
|---|---|---|
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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 agreement tables and applications
Service agreements use several tables to store and manage data.
To view a table, use the Database Manager utility (Tailoring > Database Manager) or the Database dictionary (Tailoring > Database Dictionary).
| Table name | Description | Comments |
|---|---|---|
| outage | Contains one record for each planned or unplanned outage. These records may be merged together, linked to outageevent records, or they can be split or deleted when Service Level Management recalculates an outage event. | |
| outagedetail | Contains one record for each outage and includes downtime information. | |
| outageevent | Contains one record for each planned or unplanned outage. | |
| sla | Contains one record for each service agreement (SLA, OLA, or UC). | |
| slaactive | Contains one slaactive record for each enabled application record that has an associated service agreement. Slaactive records contain response time and Service Level Target information. Each record includes the current state and time, and an array of past state changes and times. | |
| slacontrol | Contains only one record with settings that enable the Service Level Management application, check or override service hours, specify the default SLM, and identify standard availability alerts. | There are no default values; you must edit the record to enable any feature or setting. |
| slamodulecontrol | Contains one out-of-box record for each Service Manager application that can integrate with Service Level Management. | Records in the table do not automatically enable application integration. You must select or clear the Enable SLMs in this application checkbox in each record to enable or disable SLM integration with each Service Manager application. |
| slamonthly | Contains a summary of monthly outage information for affected Configuration Items. | |
| slamonthlyag | Contains one record for each SLM with a summary of monthly response information. | |
| slaprofile | Contains one record for each user profile. | |
| slaresponse | Contains records with response time information collected from sloresponse records. Includes the number of affected and breached records, mean, median, and standard deviation data. | |
| slo | Contains one record for each response time Service Level Target (SLT). Each record contains an agreement.id field that identifies the parent service agreement. | |
| sloavail | Contains one record for each Service Target. Each record contains the agreement.id field that identifies the parent service agreement. | |
| slocatalog | Contains one record for each Process Target or Service Target. | |
| sloresponse | Contains one record for each enabled application record that has an associated SLT. Sloresponse records describe response time metrics, including a breach flag for missed targets. | One application record can have multiple associated sloresponse records that display as a virtual join in the application record. |
| sloresponsehist | Contains records that include historical information for service level targets, such as the total elapsed time per target itself or the total elapsed time an assignment group spends on a record. | You can use the information in this table to better understand and analyze the elapsed time of the service level targets that are associated with a record. |
Related topics
Service Level Management administration
Service agreement response data
Service agreement outage relationships
Standard alerts and Service Level Agreements
Related topics
Access the Database Dictionary utility
Open a record using Database Manager
