Overview
Tags can be used to quickly group items with a descriptive keyword, and help individuals find related items of the same type, that do not live in the same place. They can surface items with the same tag in search on the Service Portal and Ticketing Application. You can also click on the tag within an article, service, or ticket to view other items that share the tag.
Currently, tags are supported for the following Enterprise Service Management components:
- Knowledge Base Articles
- Service Requests
- Tickets
- Card Walls
- Waterfall Plan Tasks
In this article:
Using Tags
Searching with Tags
The search boxes allow you to search for entries by tag. The typeahead suggestions will appear by typing “#” and beginning to type a keyword. The search will perform a tag search and a regular key word search at the same time.
When viewing an entry, you can click any of its tags to see all other entries of the same type which use that tag.
Adding and Creating Tags While Editing Entries
When editing an entry in one of the supported components, you can specify any number of tags to associate with the item by typing them into the Tags form field. As you type, existing tags that match the characters you’re typing will be displayed in a dialog below the field. Review these suggestions to find a good match.
It is better to reuse an existing tag instead of adding a new one. The Enterprise Service Management search will not surface results with similar tags, they must be an exact match.
If no appropriate tag already exists, a new tag can be added by typing it into the field.
Tip
Spaces are not supported in tags, so to create a tag with multiple words use a hyphen (i.e. "account-import"). Hyphens within tags will be treated as spaces in search results.
Warning
Tags consisting only of numbers are not supported and will disappear after clicking the save button.
Any new tags will automatically be saved when the entry is saved.
Modifying Tags
If a tag has been entered into the system incorrectly, it should be updated. The changes to, or removal of, existing tag(s) can be requested by submitting an Enterprise Service Management ticket specifying which tag(s) need correction, and what they should be changed to.
Reassociating Tags
If a tag becomes out of date, and a new more appropriate tag exists, all items associated with a tag can be reassociated with another one. This can also come in handy if several tags have been created for the same thing, and they need to be consolidated into one. Reassociating tags will update the tag in all entries at once.
To bulk update a tag in all entries to a different tag can be requested by submitting an Enterprise Service Management ticket specifying the current tag, and the desired destination tag.
Gotchas & Pitfalls
- It is very easy to create tags, but they should not be created without first looking for a tag that is already in use for similar entries. Having many similar tags will not help surface similar items, they must use the same exact tag with the same exact syntax.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.