Category

Category is a tool of lower level ticket classification. It is applied when an input from a customer is being processed (i.e. the Ticket is being created).

Categorization by Category can be useful for reporting or for selection of a suitable Support group to be assigned to the ticket.

Category attributes:

• Ticket Category

  The name of the category.

• Level

  The Level within the hierarchy. Select the Level from the drop down list.

• Parent Category

  The category at a higher level in the hierarchy.

• Comment

  Explanatory comments.

Category reference catalogs:

• Subcategories

  Ticket Categories assigned to this Parent Category. The Level within the hierarchy is also listed.

• Ticket Types

  Ticket Types associated with this Ticket Category. The parent Category of a Ticket is dependent on the Ticket Type. When the type is selected, the list in the drop down box for the parent category is adjusted accordingly.