HELP FILE

Set Categories

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.

Important Note: Be aware that incidents and problems share the same categories, so any changes on 1 tab are automatically updated on the other. Knowledge articles have their own set of categories. If you don't set up any categories, a categories field will not appear on the incident, problem, knowledge article or message forms.

Topics in this article:

Create categories (incidents, problems and knowledge articles)

Edit or delete categories (incidents, problems and knowledge articles)

Create categories (incidents, problems and knowledge articles)

Note: 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 and Service Management

Create, Configure and Manage Services

Enable & Integrate a Service's Support Email Address

Create Templates (Incidents and Releases)

Set Priorities and SLAs (Incidents)

Set Priority Levels (Problems, Changes and Releases)

Set Statuses

Set Default Field Selections for New Incidents

Set Types

Add Custom Fields

Set Approvers (Changes and Releases)

Set Up Triggers

Configure Service Access

Solicit Feedback (Incidents)