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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.

Validations

Action	Validations	Additional 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.
Description	The 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

Related Areas

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Working with Service Requests Status Transitions
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Managing Service Requests Approval Requests
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Configuring Service Request Definitions
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Configuring Service Request Final Resolution Categories
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Configuring Service Request Types
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Configuring Service Request Response Categories
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Configuring Service Request Statuses
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Configuring Service Request Temporary Resolution Categories
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Understanding Service Requests
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Accepting Service Requests
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Configuring Service Request Categories
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Resolving Service Requests
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Completing Service Requests
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Responding to Service Requests
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Customer Care - R15

Helpful Links

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CRM.COM Quickstart Manual
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Working with Summary Pages - R18
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Working with Summary Pages
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Working with Summary Pages - R15
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Extracting a Printout from a Data Entry page