Add tags to records to group and organize them.

Before you begin

Role required: agent

About this task

Tags are labels you can add to records. The tag icon (No tag icon) appears next to the primary value in the form header.

Tag in form header

Tags enable you to group and organize records. You create the tag name, which should name the reason for the tag. You can make the tags visible to everyone, some people, or just yourself. The visibility setting specifies who can use the tags to search for records.

An unfilled tag icon (No tag icon) means that no tags have been assigned to the record. When tags are assigned and they're visible to you, the tag icon is filled (Tag icon with tags).

After tagging records, you can use the tags to search for records in the global search field or using the filter icon (Filter icon) in List view.

Global search

Procedure

  1. Navigate to any open record in a workspace.
    For example, click the list icon (List icon), click a list filter, such as Open incidents, and click a record.
  2. Click the Tag icon (No tag icon) next to the primary value in the form header.
  3. In Add Tag, enter a tag name.
    The tag name should reveal the organization principal of the tag, for example, all records stemming from a particular incident.
  4. Click Enter to save the tag with the record.
    You can add more tags.
    The tag visibility setting defaults to private, which means the tag is only visible to the person who created the tag. So, only that person can use the tag to search for records labeled with that tag.
  5. To change the visibility setting of the tag, click the tag and change the Viewable by setting.

    Edit tag view

    OptionDescription
    Me Tag is visible only to the person who created the tag. Only that person can use the tag to search for records. This setting is the default.
    Groups and Users Tag is visible to specific groups or users. You can specify the groups and users who can view this tag.
    Everyone Tag is visible to everyone.
    Note: This visibility setting is only available to an admin or tags_admin role.

    A record can have multiple tags and each can have a different visibility setting.


    Tags with visibility settings
  6. (Optional) To remove a tag from a record, click a filled tag icon (Tag icon with tags) to open the list of tags, then click the X next to the tag you want to remove.
  7. (Optional) Search for your tag using the global search field.