Understanding tagging — Concepts and terms

A tag is a text value that case workers and case managers can associate with one or more cases. They can select from a list of available tags or create new tags. Case managers can search, access and report on tagged cases.

About Tags

Tags can indicate trends and help extend your application; frequently used tags may indicate the need for additional classes and properties. Tags are useful in flagging cases related to an unforeseen event, such as a natural disaster.

A tag can contain up to 64 characters and cannot contain spaces. Duplicate tag names are not permitted.

A tag is stored as an instance of the Data-Social-Tag class. The association of a tag with a case is stored as an instance of the Link-Tag class. To move tags from one system to another, move all instances of these two classes; do not use the Package Work wizard.

Creating Tags

You can create tags in two ways:

• During development, create an initial list of tags for the selected work pool using the Tag Configuration tab. These tags are known as seed tags and provide end users with tagging suggestions. Seed tags are not purged by the Pega-EndUserUI agent. You can add or delete seed tags at any time by selecting Designer Studio> Process and Rules > Social > Tag Configuration.
• At runtime, add to the list of available tags by clicking the Tags icon on user forms and typing a new tag name. Privileges are not required to add a tag. The Pega-EndUserUI agent automatically purges unused user-generated tags (orphan tags).

Tagging a Case

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

To tag a case:

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

Managing Tagged Cases

Case managers can access cases associated with a specific tag on the Tag Deck (Data-Social-Tag pyTagDeck).

For the selected tag, the Tag Deck displays:

• Most Urgent: unresolved cases sorted by urgency
• Recently Resolved: recently resolved cases filtered by work pool
• Top Resolvers: top resolvers of the selected tag
• Related Tags: all tags used in conjunction with the currently selected tag

To open the Tag Deck, on the My Dashboard tab in the Case Manager portal, click a tag in the Popular Tags list or search for a tag and select it in the Matching Tags list.

Enabling Tagging

Tagging is enabled in the Work-.pyWorkToolbar section of the standard Perform, Review, and Confirm harnesses.

Tag Configuration tab Tag Deck Working with user forms

Open topic with navigation