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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Monitor Interaction Queue for Potential Service Level Agreement Breaches
Part of Workflow(s):Service Level Agreement Monitoring (SO2.7)
Applies to User Roles: Service Desk Agent
The Service Desk Agent monitors the interaction queues for interactions with associated incidents that are within a few hours of breaching as specified by the Service Level Agreement (SLA) for the type of incident. For those items that are within one hour of breaching, the Service Desk Agent coordinates with the Incident Coordinator who escalates the incident associated with the escalation and communicate the expected resolution to the applicable users and user groups. For those items that are within four hours or one day of breaching, the Service Desk Agent monitors the applicable queues until the interactions are resolved or escalated.
To monitor the interaction queues for potential breached interactions:
- Click Service Desk > Interaction Queue or view your To Do queue.
- In the View list, select the Monitor SLA Interaction - Breach within 1 hour queue.
- To view the incident details for an interaction in the queue:
- View the related incident.
- Click More or the More Actions icon and select Related > Incidents > View.
- Double-click the Incident ID.
- Contact the Incident Coordinator assigned to the related incident, and either begin the Incident Escalation process or contact the affected users and groups with the expected resolution details.
- For any interactions in the other Monitor SLA Interaction queues, continue to monitor the queues until the items are resolved or require escalation.
