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Configuring Service Request Final Resolution Categories

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What are Service Request Final Resolution Categories?

Final Resolution Categories are used to classify a resolution into generic groups based on specific similar attributes that they share. Service Requests final resolution categories are following a hierarchical tree structure. 

Creating, Editing and Deleting Validations and Restrictions

ActionRestrictionsAdditional Information
General 
  • Multiple service request final resolution categories can exist in the system but each one should have a unique name and alternative code.
  • The allowed service request final resolution categories are specified on the service request types.
Delete
  • Service request final resolution 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 final resolution categories in one of the available service request types.
  • Deleted service request final resolution categories are still visible on service request final resolution 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

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 opens where you can 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. Description
    3. Click on "Save" to close the modal

  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 opens, 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
      Categories - Editing Category

  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. 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 Category 


 

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