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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Service Contracts overview
Service Contracts describe the type of service available to a customer and usually describe the hours, available services, and costs for special services. For example, a Service Contract might specify 24x7 Service Desk availability, or limit requests for service to 8am–5pm, Monday–Friday. Weekend requests might have a billable hourly rate, or there could be other service hour combinations specified in the Service Contract.
Service Level Agreements measure how often these contractual obligations were met or breached by the Service Desk.
Related topics
Service Level Management
Service Level Management overview
Service Level Management drivers
Service agreements overview
Working with service agreements
Contract overruns
Working with service contracts
