when a ticket (cloud for service) is created via interface (e.g. through Facebook) the system can maintain tags for this ticket based on the text of the ticket.
I found out that this tagging is done in the background by the system using SAP BusinessObjects Data Services (SAP HANA text analysis).
Does anyone have a little bit more information about this ticket tagging?
I am wondering if we can maintain the words which lead to a very urgent problem (ticket).
Thank you and BR,