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Adding tags to cases at run time

Suggest edit Updated on November 26, 2021
Applicable to Hybrid mode applications

Find relevant information faster and enhance collaboration on cases by associating tags with cases.

For example, in an insurance application, you can add tags such as premium or high_risk to convey vital information about a case.Note: Only UI Kit and Theme Cosmos applications support tagging cases. Applications that you build in Cosmos React do not support this feature in Pega Platform version 8.6. For more information, see UI architecture comparison, Feature limitations in Cosmos React and Cosmos React (early adopter).

For applications that you build with the traditional UI Kit, see Tagging a case.

Before you begin:
  1. Ensure that your application can use Cosmos React UI for landing pages (Theme Cosmos). For more information, see Enabling hybrid mode.
  2. Enable case tags so that tagging is available at run time. For more information, see Enabling case tags.
  3. Add the Tag custom page to the navigation menu of the end-user portal, to enable searching for tags on the Tag landing page. For more information, see Organizing the main menu for a portal and Custom pages.

At run time, you can add tags to a case by selecting from a list of available tags or by creating new tags. For more information about creating a set of default suggested tags for cases, see Creating suggested tags for cases.

You can tag a case regardless of its current status.

  1. Log in to an end-user portal, for example User Portal.
  2. Open a case:
    • Search for the case.
    • Click on the case in the worklist or work queue on your dashboard.
  3. In the Summary pane of the case, click Actions Manage tags.
  4. In the Manage Tags dialog box, select a tag from the list of existing tags or enter a new tag name, for example Reports.
    Note: Tags cannot contain spaces and are limited to 64 characters.
    Tip: You can also add tags by clicking items in the Tags recently used by me section of the dialog box.
  5. Click Add.
  6. Optional: To add more tags, repeat steps 4 to 5.
  7. Optional: To remove a tag association from a case, in the Manage Tags dialog box, click the Unlink this tag icon next to the tag that you want to remove.
  8. Close the dialog box.Result: The tags that you add appears in the Tags widget, in the associated tags list:
    List of tags associated with your case
    The Tags widget listing tags that are associated with your
                                case.
    Note: You can now manage case tags by clicking the Manage tags icon, and then adding or removing tags.
What to do next: To improve case search, ensure that users apply consistent tagging by creating suggested tags. For more information, see Creating suggested tags for cases.
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