Adding and configuring topics

You can add a new topic or change the properties of a topic that is already in the system. Use the routing manager to create the topics that are used in the case form that is assigned to the population. When a case is submitted with the population and topic combination, it is assigned to the designated default service group. In a multi-tier service center, where a case can be escalated or de-escalated 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.

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. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Routing Manager.
  4. Select a population.
  5. Make sure Topic is selected and click Add or select a topic.
  6. Specify this information:
    The name of the topic. To use an existing topic, select it from the menu. Otherwise, type a unique name in the field below.
    Or New
    To create a new topic name, enter the name here. New topic names are added to the master list and are available in the Name menu.
    This description of the topic is for reference only.
    Select Yes 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 escalated, de-escalated or transferred.
    SLA Hour(s)
    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 Name
    Standard Operating Procedure (SOP): When a SOP 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 SOP in a new window. To use a SOP that has been added to the system, select the SOP from the list. The name of the corresponding web page is displayed in the URL field. To create a new SOP, click the Add New button and complete the form. SOPs that are added here are also added to the system's master list.
    This is the URL to the web page that is associated with the SOP.
    Ask HR
    Select Yes to make the Topic available to self-service users through Ask HR.
    Mgr Ask HR
    Select Yes to make the topic available to self-service users through Ask HR For Managers.
    HR Ask HR
    Select Yes to make the topic available to self-service users through Ask HR for HR.
    Select Yes to make the Topic available to all service users through the service center.
    Select the tier level to which a case with this population and topic combination is auto-routed when created.
    Service Group
    Select the service group within the selected tier that will be assigned by default.
    Default Category
    Optionally, select the default category for new cases with the given topic.
    Default Subcategory
    Optionally, select the default subcategory for new cases with the given topic and category.
  7. Click Saveor Update.