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 |
|---|---|---|
|
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 Level Agreement components
A Service Level Agreement (SLA) has few required fields. You must specify this information:
- Type that identifies an SLA as either a Service or Customer SLA
- Customer name
- Title (name) of the SLA
- Date when the SLA begins
- Date when the SLA expires
The optional information describes Service Level Targets, a linked contract (if applicable), and related agreements.
An SLA produces metrics through a link to a department or company record. An administrator must ensure that department records specify which SLA governs the department, and that company records specify which SLA governs the company.
Details tab
The Details tab is a repository for additional notes, a record of verbal agreements, or comments that relate to the Service Level Agreement.
Linked service contracts
You can create a connection between a Service Level Agreement (SLA) and a service contract. The SLA tracks response and availability objectives. The service contract tracks which services, such as service desk interactions or incidents, are consumed and which services remain.
Service contract information in an SLA is informational; however, it is important during the SLA selection process to populate information in an application record.
Link a service contract to a Service Level Agreement
Applies to User roles: System Administrator, Administrator
Service contracts describe the type of service available to a customer. You create a connection between a Service Level Agreement (SLA) and a service contract to track which services are used as part of the SLA.
To link a service contract to an SLA:
- Click Service Level Management > Agreements > Search Agreements.
- Add optional search criteria, and then click Search.
- Select a target record.
- Click the Service Contract list and choose the service contract to link to the Service Level Agreement.
- Click Save.
- Click OK.
