Tags in reports

[michelle38]

hey,

Can anyone advise how to create reports with Tags ie... i have a report of Incidents where some are tagged that Agents need coaching so report is based on Incident Table & filtered where "tags are applied" & sorted by manager (because i cannot find tag in sort), so then i tried to drilldown on the report but again i cannot see tag as an option - i have spent the best part of today trying to figure this out & cannot for the life of me - please help ?

[Yousaf]

Hi Michelle,

Did you try this solution?

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. 

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

There is also a great blog by @Mark Roethof here on how you can script to add tags if you need even greater flexibility.

Mark Correct or Helpful if it helps

Thanks,
Yousaf

[michelle38]

Hi,

I have setup the tags they are being attached to incidents, they are viewable by the whole group the issue is that I cannot report on them ie.. no option in the group by, no option in the additional group by (even though I selected Tags in the additional menu to add )

& there's no option in the drilldown either 

I am trying to create a report which shows where Incidents have been tagged as the Agent requiring additional coaching by Manager/Tag or Tag/manager either way - so Managers can see ok I need to coach Agent, then when they acknowledge the Tag it shows under a different bar chart showing that has been done 

This is what I am trying to achieve, I have worked with the Manager who inherited this report but he has the options in reporting to filter/drilldown by tag & doesn't understand why I dont :-

The 1st chart shows by Managers (blacked out) & when you click on a managers name you can see the individual Agent 

 

Any help would be greatly appreciated as I am at a total loss 

Thank you