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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- Working with service agreements
Service Level Agreement performance and reporting
You can use Service Manager dashboards to gather service information, or use any standard report package to customize your reports. When using reporting, you can see achievements by assignment group or by customer; overall Service Level Agreement (SLA) achievement levels; or breaches by category, group, or priority.
Use the data that you gather to plan service improvements. For example, knowing which SLAs are breached more often than others enables you to identify the point of failure. If you can identify a pattern of response failure, such as time of day or day of the week, you can add coverage at critical points of failure, or implement other preventive measures that interrupt the failure pattern.
Tracking availability failures through reports can also show performance patterns, such as equipment failures, peak overload periods, or under-performing external vendors/suppliers.
