Creating categories
Overview
Categories are used for structuring the content of tickets. In addition, default values for responsibilities, priority, urgency, etc., are defined in a category. If a ticket is linked to a category, this ticket automatically inherits all properties of the category.
Creating a Category
- Go to Matrix42 Enterprise Service Management → Service Desk application.
- In the navigation area, click Configurations → Categories.
- On the toolbar, click Add Category. A properties dialog opens.
- Enter detailed information about the category.
Category Configuration
General
- Name: Unique name of the category.
- Parent Category: Select the category that is up in the hierarchy.
- Required Skills: Select necessary skills for the activities with this category selected. Skill-set allows effectively asses the expertise of an employee and dispatch the relevant work items according to the task requirements. See also Skills management.
- Required Time: The field is available when the Field Service Management (extension) is installed. The value is inherited when creating the activity with this category assigned via the Service Desk application. See also, What is a work item.
- Description: Brief description of the category.
- Hide (incl. Sub-Categories): Select this checkbox if you do not want to display this category and its child categories in the selection list of the ticket configuration item.
- Child Categories: Add hierarchically subordinate categories
Service Desk: Add Category dialog example
Default Values
For the new ticket that will be added to this category, you can have the following values pre-filled:
- Summary
- Responsible Role
- Escalation Role
- Impact
- Urgency
- Priority (Tasks only)
- Description
- Solution.
Default values from Quick Calls overwrite default values from categories (for example, responsible role).
Service Level Agreements
Select Service Level Agreement(s) for the Category:
Activities
This dialog page contains a list of all tickets that belong to this category. You can double-click any ticket to view its details and also export the ticket list to MS Excel:
Knowledge Base
This dialog page contains a list of Knowledge Base articles that belong to this category.
Queue Profiles
An optional section that is available if the Enterprise Queue Management (EQM) is activated in the system.
Actions
In the action panel, you can access the most important Actions for this category with one click.
- Edit: Open the category for editing.
- Delete: Delete the category.
- History: Opens a History Wizard for viewing and exporting category-related transactions.
- Export: Allows selecting the format and exporting the Category-related data.