Security and navigation
SECURITY Service Desk security settings to view tickets and add tags, Can remove tags from tickets permission to delete tags
NAVIGATION 
> Service Desk > Search > Tickets > open a ticket in New, Edit or View mode
Overview
For an overview of tags, refer to Tagging. To open the page, use the path(s) in the Security and navigation section above.
About the Tags section
The collapsible Tags section is optional, and only appears on the ticket if it is enabled on the ticket category. Refer to Tags.
| Element | Description |
|---|---|
| Already applied tags | |
Any tags that are already applied to the ticket appear at the top of the Tags section. They are listed in alphabetical order.
|
|
| Add a tag | |
| Refer to Add tags to a ticket. | |
| Button row | |
| Suggest Tags | If you click the Suggest Tags button, Autotask will analyze the Title and Description fields of the ticket for keywords that match existing tags or aliases defined in your Autotask instance, and the Suggested Tags window will appear.
If there are no matches, the Suggested Tags dialog will still appear, displaying the message, "No tags were found in the Title or Description of this ticket." NOTE System text added by Autotask to the ticket title or description, such as the phrase, "Added by Incoming Email Processor," will exclude from tag matching. Matches that occur within a word, or which have number or letter immediately before or after them, such as "CTI" inside "action," will also be excluded. These restrictions do not apply to Intelligent tagging for Datto BCDR. You can filter the results by Label/Alias, Tag Group, or Last Used. The Number of Occurrences column indicates the number of times the given tag appears in the title or description of the ticket (by label or alias). The Aliases column lists all aliases for the tag, in alphabetical order. If one or more of these fields does not appear, you can click the column chooser Select one or more tags to apply to the ticket, and click Save & Close. If you close the dialog without saving, or you save without choosing tags, no additional tags will be assigned to the ticket. |
| Organize by Group | By default, tags are listed in alphabetical order.
Click Organize by Group to group tags by their tag group, then tag:
|
| View Potential Solutions | This button is enabled if at least one tag has been selected, and at least one article or document with a matching tag exists. When you click View Potential Solutions, the Suggested Solutions table will open to display knowledge base articles and documents that might help you to resolve the ticket. Only active articles and documents from the ticket's organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site. that share at least one tag with the ticket will be displayed. Articles and documents with the most matching tags will appear at the top. Refer to Finding a solution from a ticket. Click Knowledge Base > Search Knowledge Base to search the knowledge base anyway, even if no matching tags were found. Refer to Searching and managing Knowledge Base articles. |
| Add a Solution | For users with permission to add Knowledge Base articles, the Add a Solution button will appear in the Tags section. When clicked, the New Article page opens. For information on how ticket fields will populate article fields, refer to Creating Knowledge Base articles from tickets. Adding the article as a solution to the ticket will default the article voting option in the new article to Yes, this solved my problem. Refer to Yes, this solved my problem, No, it did not (article only). To change the vote, you must save the article and then clear the check box or click No, it did not. NOTE If you create a new Knowledge Base article from the Knowledge Base menu > New Knowledge Base Article, an identical article will be created, except no article voting option will be selected. |
How to...
Add tags to a ticket
All users who can view the ticket can add tags to it in New, Edit and View mode. Use one of the following methods:
- Start typing in the Add a tag box. Tags that match the text appear for you to select.
No more than 30 tags can be selected.
- Click the data selector icon
. The Select Tags window opens:
Search for tags by name, tag group, or the date the tag was last used. Select one or more tags and click Save & Close to add them.
- Create and add a new tag as you go along, provided that you have the security permissions to do so. Refer to Can administer tags and tag groups for more information.
Click the Add icon 
to add a new tag. Refer to Add tags and aliases for more information.
No more than 30 tags can be selected. The tag will still be created, but it will not be associated with the ticket.
- You can use form templates to automatically populate the tags field as you would with any other form field in Autotask. For more information about the form templates feature, refer to Form templates.
If you apply a form template to a ticket and the tags applied by the form template would cause the ticket to exceed 30 tags, none of the tags on the form template will be applied. The rest of the form template will be applied.
Find tickets with similar tags
When you click a tag on a ticket, you can choose to search for other tickets with that tag. Your choices are the following:
- All tickets with this tag
- All tickets with this tag for this organization
- All tickets with this tag for this device Your Autotask instance may be configured to use one of the following terms instead:
Asset, Configuration Item, Installed Asset, Installed Product.
Choosing an option will then open the Ticket Search page with that criterion pre-filtered. You can then further refine your search criteria by using the following tag filters:
- Tags (Has All)
- Tags (Has Any)
If you don't see these options on the search page, you can click the Choose Filters button in the Search Filters section of the Ticket Search page and add them from the available inventory.
When using the data selector for either of these filters, there will be an option to display just the tags from the ticket you came from or to filter on all tags.
IMPORTANT This Display drop-down menu only appears when opening the data selector for these two specific filter fields, and only when you access Ticket Search from View Tickets By Tag.
Remove tags
Click the x in any tag to remove it from the list. The tag will still exist in the master tag list and will remain within its tag group, if applicable.
NOTE Adding or removing tags does not appear in the ticket history.
