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Case tagging

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Updated on November 26, 2021
Applicable to Hybrid mode applications

You can use tags to classify, manage, and report on tagged cases in a preferred way. Using tags promotes flexibility and collaborative case management.

For example, in a financial application, you can create the tags premium and loan to flag cases related to specific types of accounts, or tags to flag specific types of issues, for example, customer_satisfaction.
The tags widget showing tags that are associated with a case
The tags widget listing tags that are associated with 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.
You can create an initial list of tags for your application, to provide end users with tagging suggestions. The list helps end users find and apply the most often used tags and promotes consistent tagging throughout the application. For more information, see Creating suggested tags for cases.

Enabling tags for a case type and creating the initial set of tags
An initial set of five tags, to help ensure consistency in tagging.

At run time, you can tag cases by using existing tags or by adding new tags. You can tag a case regardless of the current case status. For more information, see Adding tags to cases at run time.

Selecting tags from different categories
The Manage tags section has three different categories: Added, Suggested, and
              Recently used by me.

You can gather relevant information faster by filtering tagged cases in several ways, for example, by recently added, recently viewed, or most frequently used tags. For more information, see Filtering tagged cases.

Filtering cases with a selected tag
The Tags navigation page with one tag selected and the cases that
                                use that tag listed.

  • Enabling case tags

    By enabling users to tag cases at run time, you speed up case search. When users use tags to filter cases, they retrieve relevant information faster.

  • Adding tags to cases at run time

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

  • Filtering tagged cases

    Use tags to search, access, and report on cases faster. You can filter tagged cases in several ways, for example, by viewing only the recently added or most frequently used tags. To find specific information, you can also create specific tags and then search cases with those tags.

  • Creating suggested tags for cases

    Improve case search and ensure that users apply consistent tagging by creating suggested tags. When users apply consistent tagging in cases, they obtain information that they need faster. By defining sets of suggested tags you shorten case processing time as users can select tags from a list when they tag a case instead of typing tags manually.

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