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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- Service Level Management agreement workflow and tasks
- Create a Service Level Agreement
- Create an Operational Level Agreement
- Create an Underpinning Contract
- Edit a service agreement
- Review a service agreement
- Attach a file to a Service Level Agreement
- Create or add an SQP or SIP
- Define Service Targets
- Define Process Targets
- Add Service Level Targets
- Edit Service Level Targets
- Delete Service Level Targets
- Use the Service Level Target wizard
- Access Service Level Agreements from other applications
- View service agreements from Configuration Management
Access service agreements from other applications
Applies to User Roles:
If a user has rights to view an interaction, incident, change request, change request task, request, or problem record, the user can also view the Service Level Target (SLT) section for the record.
To access service agreements from other applications:
- Follow the steps to search for a service desk interaction, change request, change request task, incident, request, problem, or problem task record.
- Select your target record.
- Open the SLT section to display the name of all the service agreements and targets.
- Click one of the following subtabs to view related information.
- Process Targets
- Uptime Objectives
- Max Duration Objectives
Notes:
- If you create a new service agreement, you must log out and log in again to view the new service agreement in the selection lists.
- You cannot view service agreement information in related application records unless:
- The SLM Control record has Enable Application selected.
- There is an slamodulecontrol record for the affected application that has Enable SLM selected.
Related topics
Service Level Management
Working with service agreements
Operational Level Agreements
Service Level Agreement components
Service agreement selection process
Outages
Service Level Agreement performance and reporting
Create a new Service Level Agreement
Edit a Service Level Agreement
View service agreements from Configuration Management
