Solutions are generally grouped or categorized into topics (and subtopics) so that they can be managed efficiently. Example: Generic Solutions can be grouped under a Topic called General'. Each topic can in turn contain subtopics under which another set of solutions specific to that subtopic will be grouped. Example: Solutions belonging to ServiceDesk Plus (Subtopic) application can be grouped under Softwares (Topic).
Manging Topics: You can add new topics, rename an existing topic, and move topics and subtopics to a different parent topic. This provides you the ability to organize your solutions in a logical manner that would meet your organization's needs.
Note: Topics can be extended to many levels. That is, a subtopic can in turn contain several other subtopics
To manage topics
Click the Solutions tab in the header pane.
Click Settings button of the Topics pane available on the left hand side.
Manage Topics page opens up on the right hand side..
To add a new topic,
In the Manage Topics page, click the Add New Topic button. The Add New topic form is displayed just above the available topics list with the Topic Name and the list of parent topics as the two fields. If there are no topics available then the Choose a parent topic field will have the /Topic Root alone.
Enter the name of the topic in the Topic Name field and choose the parent topic under which you want to place the new topic.
For example - if you want to add the new topic as a main level topic, choose /Topic Root as the parent topic. Or else, choose any other topic as the parent topic.
Click Add. The topic is added as subtopic to the parent that you chose and is displayed in the available topics list. A message is displayed stating that the new topic is added successfully.
To rename a topic,
In the Manage Topics page, click the Rename link of the topic that you wish to rename. The Rename topic form is opened.
Type the new name for the topic in the topic name field.
The changes made to the topic name are displayed in the available topics list and a message is displayed above the list.
To move a topic to a different parent,
In the Manage Topics page, click the Change Parent link in the row of the topic that you wish to move. The Change Parent Topic form is displayed. In the Choose the parent topic text box, by default, the current parent topic of the topic that is to be moved is selected.
Select the new parent topic.
Click Save. If you do not want to move the topic to a different parent topic, then click Cancel.
Note: You cannot move a topic as a subtopic to its current child topic itself.
To delete a topic,
In the Manage Topics page, click the Delete link in the row of the topic that you wish to delete. A confirmation page opens.
Click Confirm to delete the topic or click Cancel to retain the topic. If you click Confirm, then the topic is deleted and a message is displayed stating that the topic is deleted.
When a topic is deleted, by default, the solutions present under the topic are also deleted and if there are any subtopics, then these are moved to the /Topics Root. You can later choose to move the topics as child topics to other parent topics. But if you want to override the default actions performed during the delete operation, move the subtopics of the topic which you plan to delete, under a different parent topic of your choice. Also, if you do not wish to delete the solutions that are available under the topic to be deleted, then you can move the solutions to other topics. For this, when you click the Delete link and are led to the confirmation page,
Select the check box below the first point. This opens the topic list box, and enables you to move the reference of the solutions of the topic to a different parent topic of your choice.
Select the parent topic of your choice from the list box.
To move the subtopics to a different parent topic, select the check box below the second point in the confirmation page.
In the topic list box, select the parent topic of your choice under which the subtopics of the current parent topic that is being deleted can be moved.
This deletes the topic after moving the solutions and subtopics from the deleted topic to the parent topic you selected.
Note: You cannot move a subtopic of the topic that is going to be deleted, as a subtopic to another child topic of the same parent topic which is going to be deleted.