Trying to search tickets by tags

Jill Achanzar · ‎03-31-2023

We are using the Tokyo version.

Is there a way to search by tags for a specific ticket?

For instance, our teams are on-call and I was adding tags for certain subjects, so if we get paged at 2am and it is a weird issue we don't see all the time, I tag it.

For example: Dragon - Mic Issue. I would like our team to be able to search for that specific tag, even if the incident has been closed.

This would be so much easier to find a specific problem by searching by tags rather than having to comb through 1,000 tickets trying to search for the resolution for that specific issue. At 2am, we need to find it right away.

The problem is, that the search field is greyed out, so we cannot type in there to search by tag (see attached).

Is this something that needs to be turned on by our developer or could it be something in our preferences we can manage ourselves?

Thank you for any help you can provide,

Jill

Bert_c1 · ‎04-13-2023

Hi Jill,

Read access is determined by ACLs, so a security admin for your instance can adjust those. OOB, there is a Read ACL on label_entry.table that requires the 'public' role. Read access to the table requires one of 'itil' or 'snc_internal' role. If you don't have one of those roles you can't view records in the label_entry table where "tags" are stored. See attached screenshot from

https://[instance].service-now.com/label_entry_list.do?sysparm_query=table%3Dproblem&sysparm_view=

the Label values are those I added to two problem records. And in that screenshot, there is the "Target" field that identifies the specific record. it has table name and sys_id of the record.

Get with your admin to provide access to you

View solution in original post

Bert_c1 · ‎03-31-2023

Hi,

I seems you can query the 'label_entry' table where 'table' = "problem". You can add a query on 'label' = sys_id of the desired record in the 'label' table. The 'table_key' value on the label_entry table is the sys_id of the record in the problem table.

Jill Achanzar · ‎04-13-2023

Thank you so much Kilo. Sorry for the delay in replying, I have been out of the office for a while.

I am not an admin or developer, I wish I was, so I am not sure if I can do that for my own queue or my team's queue.

Do I have to be an admin or developer to do what you talked about?

I would love to be able to do that.

Thank you,