Categorizing request - best practices

[Andrew Meza]

I have a fulfiller group who what's to categorize all of their RITMs and scTask that come into their queue. They're asking for a field that can be all to all of their forms (10 forms total). I was thinking of making a variable set with a "category" field so that they can see it on all their forms, but they also want it only visible on the back end. My questions to the community are:

Is there an easy way to go about this? I want going to use a variable I can attach to all of their forms and also make a UI policy to hide it in the Service Portal.

Is this best practice Categorizing requests?

P.S - I dont want to make a custom field on the RITM/scTask tables as this is the only team that is going to use this category field. 

[Dr Atul G- LNG · Accepted solution]

Hi @Andrew Meza 

When it comes to categories, you can use tags, which are mainly used for this purpose. You can define the tags, and the team can use them.

[Andrew Meza]

Thank you for the response! Are these tags reportable? They just want to at the end run a report and see which category/tag are used more frequently.

[Dr Atul G- LNG]

Hi @Andrew Meza 

With limited scope.