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When using the My Tagged Documents page $my_documents.do only the owner of the tag can remove the tag from any of the listed records. If another user adds a tag (that they do not own) to a record in the form and then later wants to remove the tag, it is not possible using the My Tagged Documents page. The record disappears from the UI giving the impression that the tag was removed, but a refresh of the page $my_documents.do redisplays the same record eg. the tag was not deleted from the record. It was expected that the user could also use the My Tagged Documents page to the remove the tag. In following documentation https://docs.servicenow.com/csh?topicname=using-tags.html&version=latest it states: "Remove a tag from a record in the Tagged Documents page Click the remove tag icon (x) in the corner of the document preview." There is nothing stating that this only works for certain users eg. the owner of the tag.
Reproduced in Madrid Patch 3 1. connect as maint user 2. go to System Definition > Tags screen 3. create new tag record name = Test viewable = Group and Users owner = Beth Anglin user = Abraham Lincoln active = y 4. impersonate Abraham Lincoln 5. create a new incident 6. open the new incident 7. tag the incident with the standard tag "Test" 8. go to Self-Service > My Tagged Documents screen 9. select the tag "RichardTest" see that the incident is displayed 10. click the x icon for the card displaying the incident. it is expected that this should delete the tag form the incident. see the card disappears from the screen 11. refresh the page see that the incident appears again! the tag was not deleted from the incident debug indicates that only the owner of the tag can delete the tag from the incident using this screen. 12. impersonate Beth Anglin 13. go to Self-Service > My Tagged Documents screen 14. select the tag "Test" see that the incident is displayed 15. click the x icon for the card displaying the incident. see the card disappears from the screen 16. refresh the page see that the incident that was tagged "Test" is no longer displayed. the tag was deleted from the incident record.
The workaround for a user that is not the owner of the tag is to simply open the tagged record in form view and use the standard form functionality to remove the tag from the record. See the section "Remove a tag from a record in the form view" in the following documentation: https://docs.servicenow.com/csh?topicname=using-tags.html&version=latest
PRB1350061
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