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.For example, you can look for cases with the premium tag to identify your key clients or accounts.
For applications that you build with the traditional Theme UI-Kit, see Tagging a case.
- 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.
- Enable case tags so that tagging is available at run time. For more information, see Enabling case tags.
- Add the Tag custom page to the navigation menu of the end-user portal to enable searching for tags on the Tag landing page. For more information, see Organizing the main menu for a portal and Custom pages.
- 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 section.
- 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 me.
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 Posts tab.
- 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.
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