How do I set up tags to use with Help Desk requests?

Tags can be set up in Help Desk so that agents can select an existing tag or create a new tag to classify Help Desk requests in whatever way is helpful.

The tags field appears on the Edit Details page for any agent UI user with appropriate permissions.

Tags also appears as a link on the Help Desk request page. When clicked, the link opens the tags field at the top of the page and allows tags to be edited or deleted from the request.

The Manage Tags (SVC_MANAGE_TAGS) privilege is required to use tags.

By default, this privilege is provided for the following duty roles:

• HR Service Request Administration
• Internal Service Request Administration

Users with the Manage Tags privilege will automatically see the Tags field on the Agent UI. If you want individual agents to view, add, and delete tags, you can create a custom role to include this privilege.

Here's a video showing how to configure Help Desk so that agents can associate a tag or tags to a help desk request.

Note: This is for release 24A. More tag-related functionality is expected in future releases.

Video Hub: Tagging Help Desk Requests