Getting Started with Tag Management

Overview

Users have the ability to freely tag incidents with any insightful checkpoints, i.e., tagging product(s) which are affected by an incident. This tagging can then be used in reports documenting such things as:

• Frequency: How often has this tag (or even series of tags) occurred
• Product similarity: Is there a certain type of product more affected by incidents than others (i.e., Point of Sale (POS) system software, User Administration, User chat boards, Data Communications, etc.)
• Commonality: Are there common tags in the incident? Common groups of tags in similar products

Tags can be used to focus the information regarding the Incident cause, who is affected, what systems are affected, etc.

This helps users to capture and share critical information relevant to the investigation of an incident with all participants who are contributing to the resolution of the incident.

Post resolution, tags can provide the necessary context to complete an Incident retrospective, which helps the users learn from each incident, and also report on incident trends using Reliability Insights.

Refer to the following Blameless blogs for more information.

• 7 Ways Tagging Incidents Can Teach You About System Health

• Tag You’re It: Organized, Configurable Tagging is a Must-do for Great Incident Analytics

Navigating Tag Management​

At the top of the Tag Management Settings Landing page, above the list of the existing Categories, are the following features:

• Search
• Filter by
• Sort by
• Sort Direction

Search​

You can search by Category Title. Start typing to auto-fill the list results. Search for category name, description, field type, tags, and incident types, and strings including whatever the search text is.

Filter By​

Selecting the Status drop down allows you two options:

• Active
• Archive

Select the desired status and the appropriate list will be displayed.

Sort By​

Categories can only be sorted by created date, updated date, or category name.

Sort Direction​

They can also be sorted by:

• Ascending
• Descending

Tag Categories​

The following default tag categories appear in the Blameless UI (unless deleted by the User):

• Contributing Factor
• Customer
• Product
• Service

These categories can be used as is, or as an organizer for predefined tags.

Clicking on the ellipse at the end of the line for Category gives you the following administrative options:

• Duplicate Category
• Edit Category
• Merge Categories
• Archive Category

When you archive a tag category, the tag category is removed from the list of active categories. Tag categories and tags related to archived tag categories are not deleted permanently to allow existing incidents referring to those tags to display them and report on it, however; you will not be able to modify that tag unless you restore the archived tag category.