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.
For example, you can look for cases
with the premium tag to identify your key clients or
accounts.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.
For applications that you build with the
traditional UI Kit, see Tagging a case.
Log in to an end-user portal, for example, User Portal.
In the navigation pane on the left, click Tags.
Search for cases in one of the following ways:
To filter cases by a specific tag, enter the tag name in the
Search field, and then select the tags from the
Search results section.
To filter cases by tags that you added recently, select the tags from
the Recently added by me section.
To filter cases by tags that any other user added recently, select the
tags from the Recently added by anyone
To apply more out-of-the-box filters that categorize tags, click the
Filter icon next to the
Search field, and then select any of the
available options, for example, Recently viewed by
Result: The Selected tags section displays cases that use
the selected tags. You can now preview the cases by clicking the case
names.Note: If your tags also appear in any Pulse
messages, the search results provide this information on the
Optional: To add more tags to filter cases that use any of the selected tags, in the
Selected tags section, click
Edit to enter or select more tags in the search box,
and then click Apply.