A category can be made hierarchical:
- by selecting a parent category using in first tab the field As child of
- by adding a new child category in tab ITIL Categories
ITIL categories can be managed in dropdown setup Setup > Dropdowns > Ticket Categories.
ITIL categories are used by Tickets, Changes and Problems.
A person in charge and/or a technical group can be added to this category and will then be used for notifications.
A knowledge base category can also be associated to this category; this will register the solution in this category of the knowledge base.
In this example, if you have a ticket with the category « Hard disk failure » which is linked to the KB category « Failure > Computer », when you add a solution to the ticket with « Save to Knowledge base » set to « Yes », the default category in the new Knowledge base Article form that opens will be « Failure > Computer ».
A category can be invisible in simplified interface, in order to reduce list of categories for end-users. It can also be made visible or not for incidents, demands, problems or changes.
A template can be associated with this category and will be loaded when this category is selected in ticket. This template can be different for demands and incidents.
When building a helpdesk, it is important to choose carefully the list of available categories: a too large number visible by end-users will make ticket creation less easy, whereas a too small number will not allow you to correctly qualify the demand.
Ticket categories allow to do automatic processing when creating a ticket, for instance modify ticket attributes; see Business rules for tickets.
Task categories are used to sort task in order to ease their processing or to build meaningful statistics.