Adding and configuring topics

You can add a new topic or change the properties of a topic that is already in the system. When a case is submitted with the population and topic combination, it is assigned to the designated default service group. In a multitier service center, where a case can be transferred from one service group to another, you can assign one or more service groups to each tier. This establishes the possible routing paths for cases.

You can designate topics for information technology or for human resources. When you configure service groups to serve cases with IT or HR, then cases are served by service groups that comprise service center users who specialize in the appropriate area of expertise.

When a standard operating procedure is associated with a topic, a button is displayed next to the topic in the case form. A service center user who is creating the case form or viewing it later can click the button to access the standard operating procedure in a new window. Standard operating procedures are added to the system in configurable lists.

The Where Used report provides information on the related use of topics in quick cases and case creation email channels. This information makes it easier for you to discern the effects of retiring a topic. The Where Used report is available as a tab in the routing manager when you view a topic, category or subcategory.

  1. Select Topics > Topics.
  2. Select More actions (ellipsis) > Create For HR or More actions (ellipsis) > Create For IT.
  3. Specify this information:
    Topic
    Specify the name of the topic.
    Description
    Specify the description of the topic is for reference only.
    Active
    Select this field to make the topic available in the system.
    Secure
    Select this option to make a case that is created with this topic initially secured. Secured cases can be viewed only by members or the assigned service group. Unless the security setting is manually changed by a service user, it remains with the case even when transferred.
    SLA Hour(s)
    Specify the number of business day hours between the time a case is created and the time it is due, including the created date. For example, 16 hours translates to two eight-hour days.
    SOP URL
    Click the menu list and specify the url of the Standard Operating Procedure.
    Employee
    When this option is selected, the topic is available for employees to select when they create new cases.
    Manager
    When this option is selected, the topic is available for managers to select when they create new cases.
    Field Representative
    When this option is selected, the topic is available for field representatives to select when they create new cases.
    Service Center
    When this option is selected, the topic is available for service center users to select when they create new cases.
    Standard Field Set: Use Primary
    Select this option to use the primary standard field set that is used in the topic. When the system includes more than one standard field set, you can specify the standard field set that is used in the topic. Standard field sets are configured in configurable lists.
    Custom Field Set: Use Primary
    Select this option to use the primary custom field set that is used in the topic. When the system includes more than one custom field set, you can specify the custom field set that is used in the topic. Custom field sets are configured in configurable lists.
  4. In the Available To area, specify this information:
    Employee
    When this option is selected, the topic is available for employees to select when they create new cases.
    Manager
    When this option is selected, the topic is available for managers to select when they create new cases.
    Field Representative
    When this option is selected, the topic is available for field representatives to select when they create new cases.
    Service Center
    When this option is selected, the topic is available for service center users to select when they create new cases.
  5. In the Approvals area, specify this information:
    Approval Type
    Specify the role that is required to approve the case when the topic is used. For example, specify manager. If Approver Template is selected, then the Approver Template field must be specified.
    Approver Template
    This option is available if Approver Template is specified in the Approval Type field. Specify the template. Requests are sent to individuals that are specified in the template, any of whom can approve the case.
    Require Approval
    Specify Single Approver to require approval by any individual that is specified in the approver template. Specify All Approvers to require approval by all approvers that are specified in the approver template.
    Approval Notification
    Select this option to send an approval request notification to the approver.
    Timeout Option
    Specify the action that is taken if the approver does not respond to the request in the specified number of days. For example, if the action is Approve and the manager does not respond to the request in the specified number of days, then the case is automatically approved.
    In Days
    Specify the number of days from the date that the request is made that must pass before the action that is specified in Timeout Option is taken.
  6. In the Default Values area, specify this information:
    Category
    Specify the category that is assigned to cases that use the topic.

    See Adding and configuring categories that can be applied to a topic.

    Subcategory
    Specify the subcategory that is assigned to cases that use the topic.

    See Adding and configuring subcategories that can be applied to a category.

  7. In the Topic Survey area, specify this information:
    Survey Form
    Specify the survey form that is associated with the survey that is completed by employees whose cases use the topic.
  8. Click Save. Now you can assign categories and subcategories to the topic.

    See Adding and configuring categories that can be applied to a topic.