Configuring Service Request Categories

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Last updated: Nov 28, 2016 by Persia Xenopoulou (Deactivated)
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Navigating to Service Request Categories

CONFIGURATION > CRM APPLICATION > SERVICE REQUESTS > SET UP CATEGORIES

What are Service Request Categories?

Service Request Categories is a module used to classify Service Requests into generic groups based on specific similar attributes. 

  • Navigate to Service Request Categories and explore existing entries via the Summary page. Service Request Categories follow a hierarchical 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 Category

 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 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
    • are included in the list of allowed Categories in one of the available Service Request Types.
  • A Service Request Category cannot be deleted if it is the 'parent' node.
  • Deleted Service Requests Categories are still visible on Service Requests which were created using those Categories.

Attributes

An * indicates a field is mandatory.

Name

Description

Name*The name of the Service Request Category.
Code*The code 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 Request Category. The Classifications are predefined and only one is allowed to be set for each Category entry. The available Classifications are:

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

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