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Creating suggested tags for cases

Updated on March 29, 2022
Applicable to Hybrid mode applications

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.

Note: Only Theme 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 version comparison, Feature limitations in Cosmos React and Cosmos React (early adopter).

For applications that you build with the traditional Theme UI-Kit, see Creating suggested tags for cases.

Before you begin:
  1. Ensure that your application can use Cosmos React UI for landing pages (Theme Cosmos). For more information, see Enabling Cosmos React UI for landing pages.
  2. Enable case tags. For more information, see Enabling case tags.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. Click the Settings tab, and then, in the navigation pane, click Collaboration.
  3. In the Tags section, in the Configure tags field, enter a tag that you want to create as a suggested tag, and then click Add.
    Note: Tags cannot contain spaces and are limited to 64 characters.

    Tags can use underscores, so a tag with multiple words can be written as customer_satisfaction.

    For example: The following figure shows tags that are now in the list of suggested tags for every case in a given case type:
    Suggested tags for a case type
    Tags added to the list of suggested tags for a case type.
  4. Optional: To remove a tag from the list of default tags associated with a case type, click Remove next to the tag.
  5. Click Save.
Result: At run time, when users tag a case, they can select the suggested tags, instead of entering tags manually:
A case with a list of suggested tags
A case with a list of suggested tags that you can add to your case.

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