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:

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.
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.

How to edit or delete a calculated field

Note For a calculated field, you may edit only the multilingual label.

From the main menu, select Administration > Configuration > Records > Fields.

Select the record type in the drop-down list at the top of the page.

Select the required calculated field. The details are displayed in the preview pane on the right.

To delete the field, click Delete field.
To edit the multilingual label, make the required changes in the preview pane.

Maximum number of calculated fields

There may never be more than 20 calculated fields for each record type.

If you want to create a calculated field, and there are already 20 for that record type, you must first delete an existing calculated field.

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

Type	Description	Maximum length	Maximum number of fields per record¹
INTEGER	Numeric - integer	-	15
MEDIUM_TEXT	Text	500²	5
BOOLEAN	Boolean	-	5

Type

Description

Maximum length

Maximum number of fields per record¹

INTEGER

Numeric - integer

MEDIUM_TEXT

Text

500²

BOOLEAN

Boolean

Note

¹ The number of new fields of that type that you can add to out-of-the-box records.

² The maximum length of encrypted fields is lower than the limit for unencrypted fields of the same type.