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Back to Service Requests Main Page

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Learn how you can to configure Service Request Categories

What does this section cover?
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Table of Contents

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What are Service

Navigating to Service Request Categories

Info

CONFIGURATION > CRM APPLICATION > SERVICE REQUESTS > SET UP CATEGORIES

What are Service Request Categories?

Service Request categories are used to classify service requests Categories is a module used to classify Service Requests into generic groups based on specific similar attributes that they share. 

  • Navigate to Service Request Categories and explore existing entries via the Summary page. Service Request
categories are following
  • Categories follow a hierarchical
tree structure. 

Creating, Editing and Deleting Validations and Restrictions

ActionRestrictionsAdditional InformationGeneral Multiple service request categories can exist in the system
  • structure, with 'parent' rows linked to multiple 'children' rows directly beneath them.
  • Click on the link (Name or Number) of the entry of your interest to open a modal with the related details. Select an existing Service Request Category for the 'parent' to make the Category a 'child' or erase the 'parent' name to make the Category a 'parent' itself.
  • Either SAVE the changes or cancel (X) and go back to the Summary page. 
  • Create a new Service Request Category (ADD) or delete an existing one (REMOVE).
  • Use EXPAND ALL to view 'parents' and 'children' and COLLAPSE ALL to only view 'parents'.

Check the Validations Table below for a list of available Actions when working with Service Request Categories including each Action's related validations and additional information. View the AttributesTable for a comprehensive description of Service Request Categories fields.

 Service Request CategoryImage Added

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validations
validations
 Validations

ActionValidationsAdditional Information
Create
  • Mandatory Fields must be defined
  • Multiple Service Request Categories can be present in the System, but each one should have a unique name Name and alternative codeAlternative Code.
  • The allowed service request categories Service Request Categories are specified on the service request typesService Request Types. 
Delete
  • Service
request categories
  • Request Categories cannot be deleted if they are already used by
service requests
  • Service Requests which:
      Are
        • are still not
      completed 
        • 'Completed'
          OR
      If they
        • are included in the list of allowed
      categories
        • Categories in one of the available
      service request types
        • Service Request Types.
      • A Service Request Category cannot be deleted if it is the 'parent' node.
    • Deleted Service Requests categories Categories are still visible on Service Requests which were created using those categoriesCategories.

     

    Categories attributes 

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    attributes
    attributes
    Attributes

    An * indicates a field is mandatory.

    Description category category

    Name

    Description

    Name*The name of the categoryService Request Category.
    Code*The description of the category

    Code*

    		The code of the categorycode for the Service Request Category.
    DescriptionThe description for the Service Request Category.

    Parent

    The 'parent' of the

    Service Request Category, unless the

    Service Request Category is a 'root'.

    Classification

    The classification of the service requestService Request Category. The classifications Classifications are predefined , are supported and only one of them is allowed to be set for each category recordCategory entry. The available Classifications are:

    • Information
    • Advice
    • Standard Change
    • Access to an IT Service
    • Request for Change
    • Report an incident

    Categories Tree Structure

    ActionIcon
    View all categories (Parents and Children)Image Removed
    Close all categories and only view ParentsImage Removed
    Parent Category with childrenImage Removed
    Child Category with no childrenImage Removed

    Defining your own Categories tailored to your company's needs

  • Navigate to category of the entity which is found in the Module Configuration section
  • Click on Expand All to look at the tree structure and all available categories

    • Creating a new Category

    Follow the steps below In order to add a new Category

  • From the Categories summary screen page click on "ADD"
  • Add Category modal will open where you will provide the required information
    1. Parent: You can search for existing categories to set as parents to the new category that you are adding.
      If you don't add anything then the new category will be added as a Parent
    2. Name
    3. Code
    4. Classification
    5. Description
    • Click on "SAVE" to close the modal
    SERVICE REQUESTS - CATEGORIESImage Removed

    Modifying a Category

    Follow the steps below In order to modify an existing Category:

  • Click on EXPAND ALL to see all the defined categories
  • Click on the name of the category you would like to update

  • The Edit Category modal will open, where you can update the category information, change the parent, or remove the parent

    • When you are done click on "SAVE" to close the modal

    Deleting a Category

    Follow the steps below In order to delete an existing Category:
    1. Click on EXPAND ALL to see all the defined categories
    2. Check the box located at the left hand side of the category you would like to delete

    3. Click on "REMOVE"  found at the top of the tree structure
      Categories - Removing a CategoryImage Removed 

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