Tags for Service Requests

Tags are keywords or terms that you can assign to Service Requests (SRs). Tags help you describe, classify, or organize SRs based on your requirement.

Here's how you can tag SRs:

• Associate tags when you're creating or editing an SR.

• Associate predefined tags to an SR or define new tags at runtime.

• Add multiple tags to an SR.

  Adding multiple tags gives you the flexibility to self-organize SRs without modifying the main category hierarchy.

Benefits of Tagging

When tags are associated appropriately with SRs, you may find them useful in many ways:

• Your search for SRs becomes easier and more accurate. For example: Searching across SR categories or products.

• Resolve SRs with the help of similar SRs if a suitable knowledge article isn't available.

• Assign SRs to appropriate queues based on the tags associated with the SRs.

• Refer to tag values in Groovy script and object workflow logic.