Service Manager Search - Support For 'Tags' in timeline updates

[Martyn Houghton]

Whilst work continues on the provision of a full text search facility for Service Manager timeline entries, is it also worth considering a second parallel search facility by implementing the use of 'tags' within in timeline updates, by perhaps extending the Wiki Markup to allow you to mark certain words, error messages as tags. The tags could then be held in a linked table to the request itself, which would be easier to search by than the whole timeline? You could also allow the manual entry of tags against the request, like you can do in Document Manager.

You could subsequently then look at adding in 'intelligence' (i.e. pattern matching) to automatically add certain phrases or wording if they occur in a timeline update as a tag, i.e. if it find a match for 'ORA-?????' add it as tag.

You could also then use the tags to provide links to possible related requests in the solution tab, based on  occurrences of the tags in the current requests summary or description.

Cheers

Martyn

 

 

[HHH]

+1