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.

1. Log in to an end-user portal, for example, User Portal.
2. In the navigation pane on the left, click Tags.
3. 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.

   

   

4. 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.

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:

   

   

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: