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 Level Agreement links
Service Level Agreements (SLAs) must have links to other system records to ensure they gather the right information at the right time. If users have permission to create a new SLA, they must also have permission to update related records.
| Record | Comments |
|---|---|
| Department record | If the new SLA collects service or process metrics for a department, the SLA field in the department record must identify the new SLA. |
| Company record | If the new SLA collects service or process metrics for a company, the SLA field in the company record must identify the new SLA. |
| Contact record | If the service agreement is an Operational Level Agreement, and it collects process metrics related to a problem, the ID field in the contact record for the problem owner must identify that owner. |
Linking a service agreement to other records
Depending on the objective, you might link a customer Service Level Agreement (SLA) to a department, company, or contacts record to ensure that the system gathers the necessary information to track SLM metrics.
