Topics and subtopics¶
Issues are organized on one or two levels using topics or, if relevant, their subtopics. The topics themselves (and their subtopics, if any) are grouped into topic groups according to which they are offered in issues.
Note
In practice, we have not encountered a need for a more detailed breakdown than a topic and, optionally, a subtopic. The topic and subtopic therefore intentionally represent only a two-level structure.
Example of topic groups, topics and subtopics:
Sales (group)
Eshop (topic)
Order cancellation (subtopic)
Traffic change (subtopic)
Purchase order change (subtopic)
Purchase order inquiries (subtopic)
Products (topic)
Servers (subtopic)
Notebooks (subtopic)
Accessories (subtopic)
Other business matters (topic)
Helpdesk (group)
Helpdesk (topic)
Form, query and notepad¶
You can assign a form, data query, and a notepad to each topic and subtopic, which appear as tabs in the issue editor.
The topic-related form is used by the agent to enter additional information in it that you want to maintain on the topic. A data query may display to the agent, for example, relevant knowledge base articles, a list of purchase orders or contracts for a contact, etc. The notepad is a text document that can be edited directly on the web page, where you can attach any formatted notes including images.
Issue notes¶
Even if the notepad for a topic/subtopic is not enabled, you can always enter issue notes. Issue notes appear on the tab on the left.
Issue notes represent a plain text (no formatting), but you can attach more than one ([1]), add an attachment ([2]), see the author ([3]), creation time, and whether they have an attachment ([4]).
The notepad is one document that can be edited directly on the page with formatting that you know from other text editors - you have headings, bold, italics, images, bullets, etc. available.
