10.0: Tags and multi-classification using custom records

[jstanden]

Introduction

Tags can be used for multi-label classification on records.

Records can have one or more tags that you can use for filtering and reporting.

This is commonly used to measure the frequency of different types of issues on tickets during customer support (e.g. question, bug report, feature request).

Import the package

Log in to Cerb as an administrator.

Navigate to Setup -> Packages -> Import.

Paste the following package:

{
  "package": {
    "name": "Tag-based classification example",
    "requires": {
      "cerb_version": "10.0.0"
    }
  },
  "records": [
    {
      "uid": "custom_record_tag",
      "_context": "custom_record",
      "name": "Tag",
      "name_plural": "Tags",
      "uri": "tag"
    },
    {
      "uid": "tag_question",
      "_context": "tag",
      "name": "Question"
    },
    {
      "uid": "tag_feature_request",
      "_context": "tag",
      "name": "Feature Request"
    },
    {
      "uid": "tag_bug_report",
      "_context": "tag",
      "name": "Bug Report"
    },
    {
      "uid": "field_ticket_tag",
      "_context": "custom_field",
      "context": "ticket",
      "name": "Tags",
      "uri": "tags",
      "type": "cerb.custom_field.record.links",
      "params": {
        "context": "contexts.custom_record.{{{uid.custom_record_tag}}}"
      }
    },
    {
      "uid": "card_widget_tag_fields",
      "_context": "card_widget",
      "name": "Usage",
      "record_type": "contexts.custom_record.{{{uid.custom_record_tag}}}",
      "extension_id": "cerb.card.widget.fields",
      "pos": "1",
      "width_units": "4",
      "zone": "content",
      "extension_params": {
        "context": "contexts.custom_record.{{{uid.custom_record_tag}}}",
        "context_id": "{{record_id}}",
        "toolbar_kata": "",
        "search": {
          "context": [
            "cerberusweb.contexts.ticket"
          ],
          "label_singular": [
            "Ticket"
          ],
          "label_plural": [
            "Tickets"
          ],
          "query": [
            "tags:(name:\"{{record_name}}\")"
          ]
        }
      }
    }
  ]
}

Click the Import button.

This adds a custom record for Tag.

There are three example tag records:

• Bug Report
• Feature Request
• Question

A Record Links custom field is added to Ticket records.

Adding new tags

Click the logo in the top left to reload the page.

Navigate to Search -> Tags.

You can manage possible tags from this worklist.

Tagging tickets

Navigate to Search -> Tickets and open the profile page of any ticket.

Click the Edit button at the top of the profile.

You can add one or more tags using the new field.

Filtering by tags

Navigate to Search -> Tickets.

You can add tags to the worklist by clicking on the gear icon to the top right of the worklist.

Check the Tags column.

Click the Save Changes button.

Tickets without tags

Find tickets without tags using the query:

tags:null

Tickets with a specific tag

Find tickets with a specific tag using the query:

tags:(name:"Question")

Tickets with any tag

Find tickets matching any given tags using the query:

tags:(name:["Question","Bug Report","Feature Request"])

Tickets with all tags

You can find tickets that match all of the given tags using the query:

tags:"Question" tags:"Bug Report"

Extending tags

You can add new custom fields to tag records and use those in filtering.

For instance, you can categorize tags. Or you can add keywords to tags, and have an automation automatically apply relevant tags on new messages.

Next steps

• Build a tagging interaction on ticket profiles