Martyn Houghton Posted August 23, 2019 Share Posted August 23, 2019 We are in the process of trying to convince one of our other service desks in our wider group to migrate to our Hornbill Service Manager Instance from 'Salesforce Desk'. One of the features they use extensively and is one of the blocking issues, is there ability to add multiple tags/labels to there requests which they then use as part of there process for identification and searching/selection. As Requests can have multiple tags/labels associated with them and they are not necessarily sequential nor singular we cannot utilise sub states to emulate them. Example screen shot below show how these are presented, with them being coloured coded and appended in front of the subject line. Are there any plans to offer a similar Tag/Label facility in Service Manager? If not can we raise this as an enhancement to provide the following:- Admin Tool - Setup Tags/Labels and assign colour coding. Requests - Add/Remove Tags/Labels from predefined list. Request List - add as additional column for display Request List Views - add as an additional field criteria. Cheers Martyn Link to comment Share on other sites More sharing options...
samwoo Posted August 23, 2019 Share Posted August 23, 2019 Oooh +1 I can see this being very useful 1 Link to comment Share on other sites More sharing options...
HHH Posted August 26, 2019 Share Posted August 26, 2019 +1 several of our analysts asked about this when we switched to Hornbill SM. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 4, 2019 Share Posted September 4, 2019 Hi Martyn, If you are familiar with the Tags in Document manager, we do have a plans to apply this to requests. Would this be enough to satisfy your requirement? Once the Tag component is included we could look at different ways of leveraging this. 1 Link to comment Share on other sites More sharing options...
samwoo Posted September 4, 2019 Share Posted September 4, 2019 That's great re. @Martyn Houghtonrequest and your plans for it. I can see the following being of use. Automatically create a library or dictionary (not sure what the wording is) of common words in requests and allow us to visualise it based on count... A bit like the tag cloud. Then allow us to define which ones will auto tag requests if the word is found when a ticket is raised. Allow the auto linking of Assets if a tag as also linked to it. If certain tags are the same thing spelt differently or abbreviated, allow them to be grouped together. allow certain tags to be linked to priorities allow tags to be set via the BPM Allow them to be set in "Views" Maybe I'm just going crazy, but this could be very powerful. Thanks, Samuel Wood 2 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 5, 2019 Author Share Posted September 5, 2019 @samwoo Glad it is a generic requirement. To add to your list of actions, enable Escalation Actions to add/remove label/tags. Cheers Martyn Link to comment Share on other sites More sharing options...
samwoo Posted September 5, 2019 Share Posted September 5, 2019 Hi @Martyn Houghton, I hadn't thought about how the tags could be used as per your screenshot... I just shot a few ideas down on how it could be used if it functions like the Document Manager Tags. How are the tags defined as per the application on your screenshot? Thanks, Samuel Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 5, 2019 Author Share Posted September 5, 2019 @samwoo At the moment there is a defined pre-populated list and assigned manually. I am trying to use a custom field with a simple list and check box field as a workaround at the moment. Now that you can add custom columns to Request List views I can least give some visibility. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
davidrb84 Posted September 11, 2019 Share Posted September 11, 2019 +1 to this, could be VERY useful. 1 Link to comment Share on other sites More sharing options...
chrisnutt Posted December 5, 2019 Share Posted December 5, 2019 +1 from me too! 1 Link to comment Share on other sites More sharing options...
Gareth Noon Posted February 6, 2020 Share Posted February 6, 2020 +1 from me too, we've just been discussing custom field options here. 1 Link to comment Share on other sites More sharing options...
Michael Sharp Posted December 4, 2020 Share Posted December 4, 2020 @James Ainsworth is this something that ever got developed? Quite a few things have come up recently for us where this would have been perfect. Our IT Director also has expressed this as a big requirement. Regards, Mike. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 4, 2020 Share Posted December 4, 2020 Hi Michael, You may have noticed that we recently added Tags to Assets. Do have a look at these as this is similar to what will be used on the requests. Adding the tags to requests is still in our backlog. It would definitely be a nice feature to have. I'm afraid I can't give a timeline for this yet, but hopefully not too far away. Regards, James Link to comment Share on other sites More sharing options...
Michael Sharp Posted December 4, 2020 Share Posted December 4, 2020 1 hour ago, James Ainsworth said: Hi Michael, You may have noticed that we recently added Tags to Assets. Do have a look at these as this is similar to what will be used on the requests. Adding the tags to requests is still in our backlog. It would definitely be a nice feature to have. I'm afraid I can't give a timeline for this yet, but hopefully not too far away. Regards, James HI @James Ainsworth tags for assets has actually become essential for a project we're currently running so very happy with this and very much using it As for requests, we're quite desperate to have this functionality (the ability to both add manually and via BPM). Regards and thanks, Mike. 1 Link to comment Share on other sites More sharing options...
Michael Sharp Posted January 11, 2022 Share Posted January 11, 2022 @James Ainsworth did this ever get developed? Has reared its head again 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 11, 2022 Share Posted January 11, 2022 Hi @Michael Sharp This is still in our backlog for future development. Link to comment Share on other sites More sharing options...
Smurfy Posted January 12, 2022 Share Posted January 12, 2022 +1 1 Link to comment Share on other sites More sharing options...
Sam P Posted January 13, 2022 Share Posted January 13, 2022 +1 1 Link to comment Share on other sites More sharing options...
Michael Sharp Posted January 13, 2022 Share Posted January 13, 2022 On 1/11/2022 at 6:32 PM, James Ainsworth said: Hi @Michael Sharp This is still in our backlog for future development. Hi@James Ainsworth is there a timeline attached to this please as has been in backlog for 2.5 years with quite a lot of interested customers from what I can see? I guess we are all consuming valuable custom fields unnecessarily in the shortest term for various reasons! Regards, Mike. 1 Link to comment Share on other sites More sharing options...
Michael Sharp Posted February 15, 2022 Share Posted February 15, 2022 @James Ainsworth did you have any traction on this one please? Mike. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 16, 2022 Share Posted February 16, 2022 Nothing as of yet @Michael Sharp. It is still in our backlog to have a look at. Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now