How to use and report on Tags

[Adil N]

Can anyone help on how i can pre-set tags so i can just select e.g Tag 1 or Tag 2 and how these can be shared with my team 

also if we can report on these tags 

TIA

[sachin_namjoshi]

Tags are maintained in label_entry table.

You can create report on label_entry table to find out all tag information.

Regards,

Sachin

[Sam Ogden · Accepted solution]

Hi Adil,

The docs for Tag management can be found here.

Under the system definition > tags you can find the full list of tags which you can edit, or create a new tag.  You can make tags accessible by users in your team by setting the 'Viewable by' field to 'Groups and Users'.  Alternatively you can set this to 'everyone' if you want all users to be able to view it.

If you click the add tag icon in your screenshot and start typing, any shared tags will appear for you to select like:

You can also create conditions for Tags to assign to tickets automatically - see the 'Configure tags to assign automatically' section of the docs.  There is also a great blog by @Mark Roethof here on how you can script to add tags if you need even greater flexibility.

In the reports module you can select 'tags' as an option in the condition builder as so:

I hope this helps, if so please mark the answer helpful or correct.

Thanks

Sam

[Adil N]

Under my system definitions i cannot seem to find the "Tags" option 

[Sam Ogden]

Hi Adil,

You need either tags_admin or admin role to be able to see the 'tags' module under system definition.  If you don't have the tags_admin role, maybe ask you system administrator for the role.

I would also advise amending your screenshot above so that it doesn't show your instance URL

Thanks

Sam