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
|
Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
|
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 |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Prioritizing incidents, problems, requests, and changes
When you enable Service Level Management to work with other applications, the service agreement information added to the incident, problem, requests or change record helps you prioritize tasks by Expiration date and time.
To use SLM information, create a record list of pending incidents, problems, requests, changes, or associated tasks. Sort the record list using the Breached or Expiration date as the sort order. Administrators can escalate or reassign work depending on the amount of time left before the SLA is breached or reassign priority 1 to those records with breached SLAs.
When you view incident, problem, change, or task records, the SLA section shows all pending Service Level Target expiration dates, alerts, and other relevant information.
