Set Categories
Learn how to create or edit categories for incidents, problems, knowledge articles and messages.
Categories are optional, arbitrary descriptions that can be applied to incidents, problems, knowledge articles and messages. They can be used to represent the different areas of business in which an incident, problem or knowledge article might fall. Use categories to group related incidents for reporting purposes, assignation and clarifying descriptions.
Create categories (incidents, problems and knowledge articles)
This feature is available to account administrators only.
1. Click Configure > Services > [select service].
2. Click the Incidents tab, Problems tab or Knowledge tab, then Categories.
3. Click create some categories now to create your first category, then click Add Another to add additional categories.
4. Click Save when finished.
Edit or delete categories (incidents, problems and knowledge articles)
1. Click Configure > Services > [select service].
2. Click the Incidents tab, Problems tab or Knowledge tab, then Categories.
3. Click the Delete icon 
next to the categories you want to remove.
4. Click Save when finished.
Related
Use Services & Service Management
Create, Configure & Manage Services
Enable & Integrate a Service's Support Email Address
Create Templates (Incident & Releases)
Set Priorities & SLAs (Incidents)
Set Priority Levels (Problems, Changes & Releases)
Set Default Field Selections (New Incidents)
Set Types (Incidents, Problems, Changes & Releases)
Add Custom Fields (All Records)
Set Approvers (Changes & Releases)