Adding and configuring SOPs

In this application, a standard operating procedure (SOP) is a link to a website or web page where the user can review a relevant SOP. An SOP can be 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, add the SOP to the system and then associate it with a topic, category or subcategory. This topic describes the process by which an SOP is added to the system.

For information about associating an SOP with a topic, category or subcategory, see Adding and configuring topics, Adding and configuring categories and Adding and configuring subcategories.

When you add an SOP to the system, 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. Sign in as CM setup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Configurable Lists.
  4. Click SOPs.
  5. To configure an SOP, click the SOP and modify the information in the fields.
  6. To add an SOP, click Add SOP and specify this information:
    Name
    The value that is displayed in the menu list in the forms that are used to add SOPs to topics, categories, and subcategories.
    URL
    The URL of the page.
    Hide
    Set the visibility of the value in the menu. Select No to show the value or Yes to hide the value.
  7. Click Add or Update.