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Configuring SR Categories

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  • Created by Former user, last modified by Former user on Sept 21, 2015
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What does this section cover?

What are Service Requests  Categories?

Service Request categories are used to classify service requests into generic groups based on specific similar attributes that they share. Service Request categories are following a hierarchical tree structure. 


Creating, Editing & Deleting Validations & Restrictions

ActionRestrictionsAdditional Information
General 
  • Multiple service request categories can exist in the system but each one should have a unique name and alternative code.
  • The allowed service request categories are specified on the service request types. 
Delete
  • Service request categories cannot be deleted if they are already used by service requests which:
    • Are still not completed 
      or 
    • If they are included in the list of allowed categories in one of the available service request types.
  • Deleted Service Requests categories are still visible on Service Requests which were created using those categories.

 

Categories attributes 

Name

Description

Name*

The name of the category

Description

The description of the category

Code*

The code of the category.

Parent

The parent of the category, unless the category is a root

Classification

The classification of the service request. The classifications are predefined, are supported and only one of them is allowed to be set for each category record:

  • 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)
Close all categories and only view Parents
Parent Category with children
Child Category with no children

Defining your own Categories tailored to your company's needs

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

  3. Creating a new Category

    Follow the steps below In order to add a new Category

    1. From the Categories summary screen page click on "Add Category"
    2. 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
    3. Click on "Save" to close the modal

      SERVICE REQUESTS - CATEGORIES

  4. Modifying a Category

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

    1. Click on "Expand All" to see all the defined categories
    2. Click on the name of the category you would like to update

    3. The edit Category modal will open, where you can update the category information, change the parent, or remove the parent

    4. When you are done click on "Save" to close the modal


  5. 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. Click in the checkbox 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 Category 

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