Adding and configuring topics

You can create a new topic or modify the properties of an existing one using the Routing Manager. Through the Routing Manager, you can define the topics in the case form that are assigned to a population. When a case includes both a population and a topic, the case is automatically assigned to the appropriate service group.

In a multi-tier service center where a case can be escalated or de-escalated between service groups, you can assign one or more service groups to each tier to establish the routing paths for case handling.

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 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. Select Topic.
  6. Click Add to add a new topic, or select an existing topic to update.
  7. Under the Properties tab, specify this information:
    Name
    The name of the topic.
    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.
    Description
    The description of the topic that is used for reference only.
    Secure
    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 a service user manually changes the security setting, the setting remains with the case when the case is escalated, de-escalated, or transferred.
    SLA Hour(s)
    The number of hours during business days from the time a case is created to the time the case is due, including the created date. For example, 16 hours means 2 days of 8 business hours each.
    SOP Name
    When a Standard Operating Procedure (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 Add New and complete the form. SOPs that are added here are also added to the system's master list.
    URL
    The URL to the web page that is associated with the SOP.
    Email Address
    Specify the mailbox that receives case details when you use this topic. The email format is verified and the field remains inactive until you save it.

    If an employee submits a request through Ask HR, the subject and issue are sent to the configured email address and a case is not created. If the employee profile does not include a valid email address, a case is created and no email is sent.

    When you create or update a case in Case Management using this topic, the email is sent and the case is created or updated. The subject becomes the email subject, and the issue becomes the email body.

    To configure notifications that inform employees when a request is sent by email based on a Topic, you can enable and edit the notifications in Submitted Using Email Topic and Updated To Email Topic. These notifications are disabled by default.

    See Configuring properties for each notification.

    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.
    Case
    Select Yes to make the topic available to all service users through the service center.
    Tier
    Select the tier level to which a case with this population and topic combination is auto-routed when created.
    Service Group
    Select the default service group for the selected tier level.
    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.
  8. Click Save or Update.