Report Criteria Question

[CAChappell]

We have a large virtual workforce and I am trying to build a report where we have internet -related issues captured in short description or close notes.  When I add the criteria of close notes contains ISP I am getting a lot of results with words that contain ISP within it, like "dISPlay".  Are there parameters I can enter that will let me narrow it down to ISP by itself?

[Mark Manders · Accepted solution]

Have you tried with spaces? So contains ' ISP '. 

However: this will be a very unreliable report. If you don't have any other data than this, you may as well stop trying, because you will miss a lot. In the ideal world it would have CIs or Business Services that point towards the issue. 
Your current search will even return a ticket that states 'after checking, we found that the ISP wasn't the issue'.

[CAChappell]

That helped.  We have an ISP service but I was trying to capture reports of other services where the issue was due to ISP.  

[Dr Atul G- LNG]

Hi @CAChappell 

Adding a filter based on the short description of any text or string is not a good option. The reason is that the search also matches partial words. To make it effective, you would need multiple criteria such as starts with, contains, or ends with, even for short descriptions.

A better approach is to use category, subcategory, or CI fields, which are static. This allows you to read the description and get accurate results. In short, there is no easy or reliable way to directly get accurate results based solely on free-text or string-based searches.

[Dr Atul G- LNG]

Alternatively, you can download the last six months of data into an Excel sheet and apply filters there. This may provide more accurate or at least closely matching results.