Use the Case Tag Library

The case tag library includes all of the current case tags that can be added to cases or case widgets. Global Administrators and Global Analysts can create tags for and delete tags from the tag library. Restricted users cannot create tags for or delete tags from the case tag library.

There is no limit to the number of tags that can exist in the tag library. Case tag lengths are limited to 50 characters.

When a tag is deleted from the tag library, it is removed from all cases that are using the tag. However, information regarding the addition and removal of the tag remains in the case history.

Create Case Tags for the Tag Library

All available case tags are stored in the tag library.

Only Global Admins or Restricted Admins with elevated View and Manage privileges can create tags in the tag library.

To create a tag:

1. Open the case in the Case Details view or open the Current Case panel. 
   For details on opening the Case Details view, see Open the Case Details View. 
   For details on opening the Current Case panel, see Work with the Current Case Panel.

2. Click in the Tags field and type the name of the tag you want to add. 
   The existing tag library appears in a list. If the tag you typed already exists, it appears in the tag library. Duplicate tags cannot be added to the tag library.
3. Click Create New Tag. The name of the tag you are creating appears inside the button.
   The tag is added to the tag library and the current case simultaneously.

Delete Case Tags from the Tag Library

Tags can be deleted from the tag library. When they are deleted, they cannot be added to any new cases and they are removed from any existing cases currently using the tags.

Only Global Admins or Restricted Admins with elevated View and Manage privileges can delete tags from the tag library.

To delete a tag:

1. Open the case in the Case Details view or open the Current Case panel. 

   For details on opening the Case Details view, see Open the Case Details View. For details on opening the Current Case panel, see Work with the Current Case Panel.

2. Click in the Tags field and browse through the tag library to find the tag you want to delete. You can do this by scrolling through the library or by typing in the Tags field.

3. Click the X next to the name of the tag you want to delete.
   A dialog box appears asking if you are sure you want to delete the tag from the library. It also tells you how many cases are currently using the tag. 

4. Click Delete if you are sure you want to delete the tag. Click Cancel if you do not want to delete the tag.