Search for	Example	Results
A single word	`cat`	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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager

Use > Service Level Management > Service Level Management overview > Service Level Management data

Service Level Management data

Service Level Management contains Service Agreements and Service Contract functionality. Each of these functions requires many supporting tables to manage information about:

SLAs
Service Level Targets
Service Contracts
Parts detail
Labor detail
Currency

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.

Service agreement response data

Service Level Management captures Service agreement (Service Level Agreement, Operational Level Agreement, Underpinning Contract) information from application records, such as problems or service desk interaction records. The responses are summarized in the slaresponse table.

Integrated applications:
- The slaactive table contains one record for each application record that has an associated service agreeement.
Service agreement and SLT information:
- The sla table contains one record for each service agreement.
- The slo table contains one record for each Process Target. Each record contains an agreement.id field that identifies the parent service agreement.
Summary information:
- The sloresponse table 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 objectives.
- The slaresponse table contains summary records with response time information collected from sloresponse records. Includes the number of affected and breached records, mean, median, and standard deviation data.

Service agreement outage relationships

Service Level Management captures outage information and Service Level Target (SLT) information, which produces an outage summary for each Configuration Item (CI).

Outage information:
- The outageevent table contains one record for each outage.
- The outage table contains one record for each outage. When Service Manager recalculates an outage event, it may merge, split, or delete these records, or link them to the outageevent records.
SLT information:
- The sla table contains one record for each Service Level Agreement (SLA).
- The sloavail table contains one record for each availability SLT. Each sloavail record contains an agreement.id field that identifies the parent SLA.
Summary information:
- The outagedetail table contains one record for each outage and includes downtime information.
- The slamonthly table contains a summary of monthly outage information for affected Configuration Items.

Service Contract tables

Service Contracts 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
cmlabor	Contains detail data about the labor performed.
cmparts	Contains detail data about the parts used.
contract	Contains contract data.	Contains software, lease, support, warranty, and maintenance contracts.
contractcategory	Defines the type of contract.
contractdecide
contractexpense	Contains expense information.
contractitem	Defines expense allocation by item.
contractlease	Contains lease contract data.
contractmaintenance	Contains maintenance contract data.
contractsoftware	Contains software contract data.
contractsupport	Contains support contract data.
contracttemplate	Defines contract templates for different types of contracts.
contractterms	Defines payment terms.
contractwarranty	Contains warranty contract data.
curconvert	Contains one record with the exchange rate from one monetary unit to another.	For example, one record that describes the exchange rate of one USD to one other monetary unit. In this case, for 185 monetary units, there would be 186 records.
currency	Contains one record for each monetary unit by international currency code.	For example, EUR (Euro) or USD (US dollar).
expline	Contains expense line data.
payment	Contains payment data.

Expense line records

An expense line record is an itemized accounting of expenses incurred by the provider while servicing a contract. Expense line records are generated by Service Level Management as services are rendered. Service Level Management automatically calculates the money spent for each part or service in the currency of the contract.

Currency conversion records

Service Level Management has a currency conversion utility for Service Contracts that automatically converts national currencies, depending on exchange rates at the time the contract is granted. You can enter daily exchange rates into the curconvert table to ensure accurate rate conversions. Service Level Management is compliant with European Union currency regulations, and has out-of-box records pre-defined with the fixed inter-European exchange rates.

Currency definition records

The currency table contains currency definition records that define currency codes for most of the international currencies. Each record specifies whether the monetary unit has the European Union Currency (Euro) as its root.