Calculated fields

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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Calculated fields are user-defined fields which contain information based on a formula, calculation, or evaluation of an expression. Service Management includes several calculated field templates with parameters. To define a calculated field for a record type, you select a template and supply a value for each parameter. The calculated field can then be added to analytic reports for that record type.

How to add a calculated field

From the main menu, select Administration > Configuration > Records > Fields.
Select the record type in the drop-down list at the top of the page.
Click New calculated field. The Add calculated field dialog box opens.
Select a calculated field template on the left. For more information, see Calculated field templates.
For each parameter in the template, click the parameter, select a parameter value, and click OK.

Note For parameters that specify a field, do not select encrypted fields.
Click Create. The calculated field is added and appears in the following:
1. Fields list for the record type. From the main menu, select Administration > Configuration > Records > Fields, and select the record type in the drop-down list at the top of the page. Click Calculated to display only calculated fields.
2. New analytic report dialog box. When you create an analytic report for the record type, the calculated field is available for selection in the Filter by and Group by fields.

Note If you have development and production tenants, all configuration changes must be made on the development tenant. For more information about synchronizing the tenants, see Dev2Prod - How to synchronize your development and production tenants.

Logical type details