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 Contract administration
Service Contracts are financial agreements that describe which services are available, how services in a contract are to be rendered, and the financial impact when you use available services.
Administrative tasks include creating new contracts with the Contract wizard, assigning service level agreements to a department or company, editing the Service Contract Control record, defining response level objectives, and integrating a service level agreement with applications.
Service Contract control record
The Service Contract control record contains options that enable you to use service contracts, specify currency denomination and basic unit, and enable other aspects of contract management.
Tip If necessary, press Ctrl + H in the Windows client or press F1 in the Web client to view help from each field in the control record.
Service Contract entitlement records
When a customer contacts a client company and requests service, it is important to determine whether the customer is entitled to additional service. If the contract provides for five service desk interactions, and the customer has five interactions completed, service may be denied.
Because the precise nature of language and rules varies from contract to contract, the process of determining which contract applies at a given time is complex and difficult to generalize. The entitlement determination process identifies the contract and the Service Level Agreement that applies to the current situation. Service Manager uses entitlement records to verify that:
- The referenced contract permits service at this time.
- The contact has not exceeded the allocated number of service desk interactions.
- The contact has not exceeded the contracted number of incidents.
Service Manager checks all of this information automatically from the incident, service desk interaction, or change request if the Service Contract application is enabled. The Service Contract entitlement information appears in each contract on the Details and Rules tabs.
Checklist: Service Contract Management
Before you create individual Service Contracts, you must ensure that related information is also available by configuring each of the following records.
Tip If necessary, press Ctrl+H in the Windows client or F1 in the Web client to view help for each field.
| Record | Access path |
|---|---|
| Control record | Click Service Level Management > Service Contracts > Edit Control Record |
| Currency exchange rate | Click System Administration > Base System Configuration > Conversion Rates |
| Currency definition | Click System Administration > Base System Configuration > Currencies |
| Labor performed detail | Click Service Level Management > Supporting Data > Labor Performed Detail |
| Part usage detail | Click Service Level Management > Supporting Data > Parts Usage Detail |
