Category tab

Service Desk > Desk Definition > Edit > Properties > Category tab

Categories can be defined for each desk definition and enable you to classify the type of service requested.

Categories can be defined five levels deep. The number of category levels defined by a service desk determines the number of categories that can be selected in the ticket editor. The Category column of the Tickets table displays a selected category value in parentheses (), followed by the hierarchy of categories used to select it. For example:

(Harddisk) - Equipment - Hardware Error - Harddisk

Configuration

Define categories and descriptions at each of the five levels. A lower level category requires selecting a parent directory before you add or edit a category at that lower level.

• Service Desk ID - The name of the desk definition.
• Categories - For each of the five levels you can:
  • Select - Select an existing category from the drop-down list.
  • Add - Add a category and description.
  • Edit - Edit a selected category and description.
  • Delete - Delete a selected category

Service Procedures

Categories can be tested or set in several service procedure commands. For setting or testing the value of a Category property, use two bar characters || to delimit levels of categories. For example: Hardware||CPU||Overheating