Add Tags to Requests

Add tags to index requests based on keywords. Tags help technicians find requests based on topics of interest.

 

Role Required: Technicians with permission to Add requests

 

Add Tags 

1. Go to Requests and click the subject of a request to open it. Ensure you have selected the respective customer from the drop-down in the header.
   
2. In the right pane, locate Tags and click Add beside it.
   
3. Enter the keyword and press Enter.
   
4. Finally, click Add.
   

When you search using a tag, similar requests indexed with that tag will be listed.

 

Edit/Delete Tags  

Tags can be edited or deleted from the request filters drop-down.

1. In the request filters drop-down, go to the Tags section. All tags accessible to you are listed here.
   
2. Click   or beside a tag to edit or delete it.
   

 

1. Alternatively, you can also apply a tag as a filter and hover over it in the list view to edit or delete it.
   

Technicians can edit/delete only their tags whereas SDAdmins can edit/delete all tags.

 

Deleted tags will be automatically removed from associated requests.  

 

Create Custom Filters using Tags  

You can create custom views using tags.

1. Click on the request list view and enter a name for the custom view.
   
2. Select Tags in the Select Column drop-down.
   
3. Choose an operator.
   
4. Specify the tags in the combo box.
   
5. Click Apply or Save.
   

To learn more about request filters, click here.

 

Search via Tags  

Perform a tag-based global search across the Requests module.

1. Click on the application header.
   
2. The module is selected as Requests by default.
   
3. On the sub-entities drop-down, click More on the lower right.
   
4. Select Tags and choose the relevant tag.
   

To learn more about global search, click here.

Points to Remember:

1. Technicians can add up to 10 tags to a request. 
   
2. The number of characters in a tag is limited to 50. 
   
3. Tags can contain alphanumeric characters and special characters, except for comma (,), <, or >. 
4. Tags can be added to requests in all statuses, including the canceled status. 
   
5. You cannot index trashed requests via tags. 
   
6. Request tags are not supported in reports and automation. 
   
7. Tag association with a request is recorded in its History tab. Technicians can use tags to search through request history. 

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