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 |
|
Service Level Management control record
The Service Level Management control record configures the following settings:
- Enable the SLM application
- Verify that a new service desk interaction occurs during the supported service hours
- Specify if the service desk operator can accept a new interaction outside of the supported service hours
- Choose a default Service Level Agreement (SLA) to apply when no SLA is assigned to the contact or to the contact’s company
- Define alerts that occur if no other application-specific alerts occur first
Tip If necessary, press Ctrl+H in the Windows client or F1 in the Web client to view help from each field in the SLM control record.
Service Level Management control record options
The following table describes Service Level Management (SLM) control record options.
| Option | Description |
|---|---|
| Enable SLM Application | Integrate Service Level Management with the external application. You must log out and log back in for changes to this record to take effect. |
| Check Service Hours | Prevent users from opening Incident records outside of the service hours defined in the service agreement. A dialog box advises the operator that service is unavailable. |
| Allow Override of Service Hours Violation | Permit new Service Desk interactions outside of the hours specified in the service agreement. |
| Log Process Target History | Save the historical information for Process Targets, such as the total elapsed time per target itself or the total elapsed time an assignment group spends on a record. You can use the log information to better understand and analyze the elapsed time of the targets that are associated with a record. |
| Default SLA | Choose the default SLA to apply when no SLA is specified for assignment groups. |
| Default OLA | Choose the default Operational Level Agreement (OLA) to apply when no OLA is specified for assignment groups. |
| Effective Condition | Specifies the condition under which the service agreements are operating (e.g. the"agreed" phase). |
| Group Table Name | Specifies the default group list for an OLA. |
| Standard Alerts | List the alerts that occur when the application does not generate specific alerts. |
