Adding and configuring SOPs

In Case Management, 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. An SOP is associated with a topic, category, or subcategory. When an 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 an 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 applied to a topic, and Adding and configuring subcategories applied to a category.

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

  1. Select Administration > Setup.
  2. In the Primary pane, click Configurable Lists & Sets.
  3. Click Internal System & SOP URLs.
  4. In the SOP URLs section, click Create.
    To configure an existing record, click the field to edit it and specify your changes.
  5. 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 Yes to make the link available in the system.
  6. Click Save.