Haven't tried this within Service Analytics but if you use 3rd party reporting it's pretty easy to do. Off the top of my head I don't recall all the formula options. If substring and charindex are there I suppose you should be able to do it somewhat.
What 3rd party reporting do you recommend?
Hi Scott, the two options I generally see are Crystal Reports and MS SQL Server Reporting Services (SSRS).
SSRS is basically free with SQL as far as I know, and Crystal.. BMC has integrated with Crystal with other products... Track-It!, Service Desk Express, Remedy... so a lot of people are already familiar with it.
Can't say I recommend one over the other, it generally comes down to what your organization already uses.