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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SLM: Response SLO Metrics
Description
The SLM: Response SLO Metrics report breaks down the target response objectives by Service Level Agreement (SLA) and then by Service Level Objective (SLO). This report contains a graphical representation of the ten SLAs with the lowest response results ordered from lowest to highest. You can double-click any bar to display a detailed breakdown of that SLA by its SLOs. In the detailed breakdown you can see another chart representing the ten SLOs with the lowest percentage of response results also ordered from lowest to highest. For cases with more than ten SLAs/SLOs, the charts display an extra bar that can be clicked to display the remaining detailed information.
Customer Value
This report provides a quick analysis of the response objectives achieved for a given month, with a special emphasis in areas within Service Management that need improvement due to the lack of adequate response within the time frame specified in the agreement. Based on this data, management can take actions such as redefining contracts, providing additional training to enhance the response times of the service desks, and restructuring the organization so that each area has sufficient resources to meet the response objectives.
