Adding and configuring SOPs

In this application, a standard operating procedure (SOP) is a link to a web site or web page where the user can review a relevant standard operating procedure. A SOP is associated with a topic, category or subcategory. When a SOP is associated with a topic, category or subcategory, a button is displayed next to the item 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 SOP in a new window.

To configure a SOP, you add the SOP to the system and then associate it with a topic, category or subcategory. This topic describes the process by which a SOP is added to the system.

See Adding and configuring topics, Adding and configuring categories that can be applied to a topic, and Adding and configuring subcategories that can be applied to a category.

When you add a SOP to the system, you specify the name and the URL where the SOP information is available. You can hide a SOP without having to delete it from the system.

  1. Click Configurable Lists & Sets.
  2. Click Internal System & SOP URLs.
  3. To add a SOP URL, click the Add button. To edit a SOP URL, click the field that you want to edit.
  4. Specify this information:
    SOP Name
    Specify the name of the SOP. This name is used throughout the application.
    Description
    Specify a description of the SOP for reference.
    URL
    Specify the URL of the SOP page.
    Active
    Select this setting to make the link available in the system.
  5. Click Save.