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:

   

   

   Note: You can now manage case tags by clicking the Manage tags icon, and then adding or removing tags.