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 agreements overview
Working with service agreements
There are several tasks that relate to service agreements:
- Accessing Service Level Agreements from other applications
- Assigning Service Level Targets to an application record
- Assigning a default SLA or OLA to a service desk interaction, incident, problem, or change
- Assigning an SLA to a contact or company
- Creating and updating an SLA
- Creating reports
- Creating dashboards
- Creating Operational Level Agreements
- Creating Underpinning Contracts
- Linking service contracts
- Monitoring availability and response performance
- Recalculating performance
- Tracking outages
- Working with clocks
Related topics
Service Level Management
Service Level Management overview
Service Level Management drivers
Service agreements overview
Operational Level Agreements
Service Level Agreement components
Service agreement selection process
Outages
Service Level Agreement performance and reporting
Service Contracts overview
Working with service contracts
Create a new Service Level Agreement
Edit a Service Level Agreement
Access service agreements from other applications
View service agreements from Configuration Management
