Using an "OR" Search for Keywords

[Mike McCall]

I've been trying to learn more about the reporting/searching capabilities in Service-Now, and I can't seem to get keywords to work like I'd expect.

Most of it seems okay:
1. If I search for 'reimage' (123TEXTQUERY321=reimage), I find 65 incidents with that word in one of the indexed fields (short description, comments, resolution notes, etc.).
2. If I separately search for 'laptop' (123TEXTQUERY321=laptop), I find 1796 incidents with that word somewhere in the indexed fields.
3. If I search for 'reimage laptop' (123TEXTQUERY321=reimage laptop), I find 34 incidents with both of those words somewhere in the indexed fields.
4. If I search for '"reimage laptop"' (123TEXTQUERY321="reimage laptop"), I find 1 incident with that exact phrase somewhere in the indexed fields.
5. If I search for 'reimage' and 'laptop' (123TEXTQUERY321=reimage^123TEXTQUERY321=laptop), I find 34 incidents with both of those words somewhere in the indexed fields. That still makes sense because it's effectively the same as search #3 above.

These searches all seem fine. The issue comes when I want to effectively search for either 'reimage' OR 'laptop'.

6. If I search for 'reimage' or 'laptop' (123TEXTQUERY321=reimage^OR123TEXTQUERY321=laptop), I still find 34 incidents with both of those words somewhere in the indexed fields. This is where I'd expect to find at least 1796 'laptop' incidents [see search #2 above], plus all of the 'reimage' incidents that don't include 'laptop' anywhere in an indexed field.

It seems like trying to perform an "OR" search in keywords still ends up being an "AND" search. This is consistent between reporting and list searching, and it's the same in both our Aspen Patch 2 Hotfix 5 instances and our Berlin Patch 0 Hotfix 4 instances. Am I doing something wrong, or is this possibly a bug/limitation?

[Mike McCall]

Thanks for keeping Booleans alive!

For anyone on Helsinki (as we now are), here's the updated link: Boolean operators allow conditional search results