Changing the case type of a topic

As an administrator, you can change the case type of a topic.

When the case type of a topic is changed, cases with the topic are transferred to the service group or groups that serve the case type. For example, cases that use a topic that has the case type HR are served by a service group that is equipped to respond to human resources issues. If the case type of that topic is changed to IT, then cases that use the topic are transferred to a service group that is equipped to respond to information technology issues.

Optionally, you can manually specify the service group that serves a topic as part of the case type change process.

  1. Select Administration > Setup.
  2. In the Primary pane, click Topics.
  3. Right-click a topic and select Transfer to HR or Transfer to IT.
    Note: You cannot transfer a topic with a Job Application case type because job application cases include unique fields that cannot be transferred to HR or IT.
  4. If you want to specify the service group that serves the topic, then select the service group and specify this information:
    Default
    Yes
  5. Click Save.