Tags (usuage & best practices)

[Cupcake]

Good day all,

        Has anyone ever used tags before. I know the purpose of a tag is to allow the grouping and organization of records.

I have a few questions:

1) At what point would a user want to use tags. Can you provide a use case?

2) Can you provide the best practices for using tags?

3) Is there any downfalls with using tags?

4) Once a new tag is created, are they maintained in some type of table (if so, what table do these values reside in)

Thanks,

Karen

[Valor1 · Accepted solution]

Tags are stored on the "label" table (its friendly name is "Tag", but the legacy "Labels" functionality has been repurposed).

All labels and tags are "personal" so when you add tags to an item, it's only stored for you. So, you'd want to tag things just like you would in Gmail -- your preference for organizing, "top work," searching or the like.

No downsides to using tags--just a feature to help "power users" organize and search/filter their tasks.

For example, being a consultant, I would tag my "High priority" work, and then add customer names to each of my tickets so I could batch them more easily.

[Julian Hoch]

That's not completely accurate. Not all Tags are personal - you can configure for each Tag if it's personal, global or limited to specific groups and users.

[anubha]

For example, being a consultant, I would tag my "High priority" work, and then add customer names to each of my tickets so I could batch them more easily.

How to implement it?

[Toby11]

Hi @Valor 
I am new to ServiceNow and using their Community product.
Do you know if tags are available for communities; I am having difficulty finding documentation or best practices. I would like to add tags or labels to conversations to classify them and identify their popularity.
Cheers,
Toby