Enable Definition of Rules Based on Tags

You can define rules based on the tags associated with service requests (SRs).

For example: If an SR is associated with the performance tag, then assign it to the Performance queue. If an SR is associated with the testing tag, then assign it to the Testing queue.

SR tags are applicable for HR Help Desk SRs too, and you can also define rules based on HR Help Desk SR tags.

Note: This procedure is optional. You may want to use tags, but you may still not require rules related to tags.

To enable defining of rules based on SR tags:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Service Assignment Objects

2. On the Manage Service Assignment Objects page, in the Name column, click the arrow next to the Service Request object.

3. Click Create Child.

4. In the Name field of the Create Child Assignment Object window, specify the name as SR Tags.

5. In the View Object Instance field, select SrTagRules from the drop-down list.

6. Click OK.

7. In the SR Tags: Details region of the page, click the Attributes tab.

8. Select the Add icon.

9. In the View Object Attribute column, select Tag from the drop-down list.

10. Click Save.

You can now define rules based on SR tags.