Working with Tags

This introduction article will help TeamDynamix administrators, TDNext users, Service Catalog owners, and Knowledge Owners to add tags to articles, services, tickets, etc. using the TDAdmin, TDNext, and TDClient.  The user must have permission to edit Services and Knowledge within the Client Portal and the permission to edit Tickets within your Ticketing Application.

Overview

Tags can be used to quickly group items with a descriptive keyword, and help users find related items of the same type, that do not live in the same place. They can surface items with the same tag in search on the Client Portal and Ticketing Application. You can also click on the tag within an article, service, or ticket to view other items that share the tag.

Currently, tags are supported for the following TeamDynamix components:

  • Knowledge Base Articles
  • Questions
  • Service Requests
  • Tickets
  • Card Walls
  • Waterfall Plan Tasks

Where to Find This

This feature appears in the TDNext and TDClient interfaces.

TDNext is where technicians will add tags to tickets and search tags on tickets and TDClient is where Client Portal admins will tag articles, services, questions, etc.

Navigate to tags following these paths:

  • TDNext > Ticketing Application > Search > Enter Tag and click search
  • TDClient > Services/Knowledge base/Search/Etc > Enter Tag or click tag and you will be presented with matching items

Using Tags

Searching with Tags

The search boxes allow you to search for entries by tag. The typeahead suggestions will appear by typing “#” and beginning to type a keyword. The search will perform a tag search and a regular key word search at the same time.

When viewing an entry, you can click any of its tags to see all other entries of the same type which use that tag.

 

Adding and Creating Tags While Editing Entries

When editing an entry in one of the supported components, you can specify any number of tags to associate with the item by typing them into the Tags form field. As you type, existing tags that match the characters you’re typing will be displayed in a dialog below the field. Review these suggestions to find a good match.

It is better to reuse an existing tag instead of adding a new one. The TeamDynamix search will not surface results with similar tags, they must be an exact match.

If no appropriate tag already exists, a new tag can be added by typing it into the field.

Spaces are not supported in tags, so to create a tag with multiple words use a hyphen (i.e., "account-import"). Hyphens within tags will be treated as spaces in search results. Tags consisting only of numbers are not supported and will disappear after clicking the save button.

Any new tags will automatically be saved when the entry is saved.

 

Creating and Modifying Tags in the Tags Feature

To create a new tag from the standalone Tags feature:

  1. In TDAdmin, click Organization Settings in the left navigation.
  2. Click Tags in the left navigation.
  3. Click the +New button.
  4. In the New Tag popup, enter the tag word or phrase in the Name field, separating multiple words with hyphens.
  5. Click the Save button.

If a tag has been entered into the system incorrectly, it should be updated in the system. The tag itself can be renamed on this page by clicking the Edit link next to each one which needs to be renamed.

Incorrect or unused tags can also be removed from the system by clicking the Delete link next to each unneeded tag and clicking OK in the confirmation dialog.

 

Reassociating Tags

If a tag becomes out of date, and a new more appropriate tag exists, all items associated with a tag can be reassociated with another one. This can also come in handy if several tags have been created for the same thing, and they need to be consolidated into one. Reassociating tags will update the tag in all entries at once.

To bulk update a tag in all entries to a different tag:

  1. In TDAdmin, click Organization Settings in the left navigation.
  2. Click Tags in the left navigation.
  3. Click the Reassociate button.
  4. Select the original tag in the Reassociate From Tag field.
  5. Select the new tag to change all the entries to in the To Tag field.
  6. Click OK in the confirmation popup.

Gotchas & Pitfalls

  • It is very easy to create tags, but they should not be created without first looking for a tag that is already in use for similar entries. Having many similar tags will not help surface similar items, they must use the same exact tag with the same exact syntax.
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Details

Article ID: 4643
Created
Thu 4/2/15 4:52 PM
Modified
Wed 6/9/21 9:54 AM