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 |
|---|---|---|
|
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
Service contracts are the principal records that determine which services are used and which services are available. Service Level Management does the following:
- Stores contracts in a structured format for automated analysis, or as the original contract document.
- Uses the Contract wizard to determine the contract thresholds quickly.
- Charges the customer for costs incurred while working with incidents, handling service desk interactions, or implementing changes to a specific service contract.
- Links discrete incidents and interactions to service contracts to provide up-to-date information about the state of each contract, including its budgeted allocations, and the actual number of interactions and incidents applied against each contract.
- Associates service contracts with time and materials expended through Service Desk, Incident Management, and Change Management to compute the real cost of handling each incident and service desk interaction, as well as to calculate the cost of managing each service contract.
