Overview
You can add tags to cases or wiki articles, and use these tags in your filters or searches to list the cases and wiki articles tagged with the same tag. This way tags actually provide you a grouping functionality.
Tags are lightweight in that you don’t need to pre-configure anything (like a new custom field), you can just add them on the fly.
Introduction
Tagging is a very flexible concept when organizing your data. Before we had tags, everybody was using a hierarchy or a tree, and every object (case or wiki article) had to be stuck in the tree in exactly one location. (Think of your hard drive). If you've ever tried to keep your hard drive neatly organized, you already discovered why this doesn't work: things can't go in two or more places, you spend a lot of mental anguish deciding where to put something.
Description
Adding tags to Cases and Wiki Articles
Add tags to Cases
To add tags to cases, follow the below steps:
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Edit a case
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Locate the Tags field on the left side of the Case.
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Start typing text for the Tag to be added:
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A list of already existing tags matching the text being typed comes up as suggestions.
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Click on one of the suggestions to select an existing tag for grouping the Case.
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To add a new tag, complete typing of the text and press Return.
- Save the case to have the tags saved to the case.
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Add tags to wiki articles
To add tags to wiki articles, follow the below steps:
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Open the Wiki article
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Locate the Tags field above the article next to the Page Title.
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Start typing text for the Tag to be added:
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A list of already existing tags matching the text being typed comes up as suggestions.
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Click on one of the suggestions to select an existing tag for grouping the Wiki.
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To add a new tag, complete typing of the text and press Return.
- Save the article to have the tags saved to the article.
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Viewing tagged Cases and Wiki Articles
You can view the tagged cases and wikis by:
- doing a search for tag:tag-name
- by updating an existing (or new) filter via the “Refiner Further” option in the filter menu (resulting in filter criteria tagged tag-name)
- doing a simple search for the tag-name (resulting in filter criteria containing:tag-name). In this case, if the tag-name is not unique enough, the search result might contain cases that are not tagged but have the tag-name in the text.
Note: if wiki articles are not listed, change the search/filter to show cases and wikis, not just cases.
Notes about tags
- Tags are standalone words. severity-1 and severity-2 have no special relationship, so if you do things that way, you still can't sort by severity.
- There are no private tags.
- You can't rename tags, because tags aren't owned by anyone. Instead, you have to filter on the tag you want to rename, remove it from all those cases, and re-add the new tag.
- Tags are global. If one user creates a tag, all other users can use it for tagging their own cases or wiki articles, and also for searching or filtering.
- Tags honor security. User will never see tags that are only attached to cases that the user doesn't have permission to see, even in autocomplete.