How to edit tags using workspace lists?

[Fer Ortiz]

Hi all,

Is there any special role/configuration that we need to set up to allow users edit tags on lists used in workspace?

We are using tags as a column for lists in workspace. The table we are using is extended from case, and we are not using custom roles (only sn_customerservice_agent and sn_customerservice_manager).

Users can add more tags, but not to remove them.

As an admin user, I can do both add and remove tags from list, but agents can´t.

Agents has no problem when do it from record view, but they want to use also the list view.

Inicially, I thought it was retaled to an ACL or something like that. But agents can do same operation using backend list

So, is there any other configuration I need to do to get this working?

Thanks in advance

[Omkar Mone]

Hello @Fer Ortiz ,

To remove the tag of a group tag, the below conditions must be satisfied:

1. The user must be a part of the user list in the tag and he must have Admin/tag_admin access
2. The user must be a part of the user list in the tag and he must have itil access
3. The user must be the tag "Owner" of the tag.

For more check this - https://www.servicenow.com/docs/bundle/xanadu-platform-user-interface/page/use/common-ui-elements/co...

[Fer Ortiz]

Hi @Omkar Mone , thanks for your comments. I'm sure this conditions are met by the agent. In fact they can edit tags using forms ( workspace and backend ), and also can edit tags using normal list (backend lists), the only problem is when trying to edit them from a list in a workspace

[Omkar Mone]

Hello Fer Mtz,

I see, I dont see it as a role issue as they are able to edit it in the backend view, maybe you should raise a case with ServiceNow for this