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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Incidents Closed Meeting SLA Target
Description
The Incidents Closed Meeting SLA Target report breaks down all closed incidents in a given time period by status (SLA Target Met and SLA Breached) and then by service type (Applications, E-mail/Webmail, Intranet/Internet, My Devices, Printing, Service Management, etc.). This report contains a graphical representation of the breakdown of all closed incidents using a pie chart. You can double-click any piece of the pie to display a detailed breakdown of that status by service. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by status and service.
Customer Value
This report provides a quick view of closed incidents that meet SLA targets by service for a given time period. The percentages and totals displayed in group headings indicate the performance of the support organization. When the percentage of the closed incidents that meet SLA target is low, the Incident Manager needs to find out and analyze the weakest links of the process and define actions to improve the service delivery. Some possible actions are listed below:
- Provide support employees with training to upgrade their knowledge.
- Improve the knowledge database to increase the percentage of closed incidents that are first-time-fixed.
- Activate the Problem Management process to reduce the number of incidents.
- Hire more support employees when resource capacity is an issue.
