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Tagging a case

Updated on November 22, 2021

Associate a tag with a case. A lock is not required to tag a case. You can tag a case regardless of the case's current status.

Before you begin: Ensure that your application can use Cosmos React UI for landing pages. For more information, see Implementing in Pega Platform. For applications without Cosmos React UI, see Tagging a case.
  1. Open a case by searching for it or clicking a case ID in your worklist.

  2. Access the case and click the Tags icon. The Manage Tags dialog displays.

  3. Select from the list of existing tags or type a new tag, and then click the Add Tag button. The tag appears in the Associated Tags list.

    To delete a tag from a case, click the Delete button associated with the tag you want to remove. This deletes the link from the tag to the case; it does not delete the tag from the database table. See Pega-EndUserUI agent.

  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.
  • Enabling case tags

    Speed up case search by enabling case tags. When users tag cases, they can filter cases and Pulse messages to retrieve relevant information.

  • Creating suggested tags for cases

    Ensure that users can find relevant cases by providing suggested tags. When users apply consistent tagging in cases and Pulse messages, they faster obtain information that they need.

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