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The requests can be grouped under proper Categories, Sub-categories and Items.
For example: A request to install Hitachi Air Conditioner can be put under the request Category as Air Conditioner, Sub-Category as Hitachi Air conditioner and Item to be Capacity 1.00, 1.5 ton and so on. Similarly, if there is a problem in the functioning of coffee vending machine, then it can categorized under the Category as Appliances, Sub-Category to be Nescafe Coffee Vending machine and Item to be button not working.
Depending on the need, you can create various such categories, sub-categories
and item using this option. These categories,sub-categories and items
will be listed in the drop-down menu in the New Request form.
To configure category,
Click the Admin tab in the header pane.
In the Work
Request block, click the Work
Request Customizer icon . The HelpDesk-Category page
opens where you can categorize the request in to category, sub-category
and item. You have the list of request form attributes that can be customized
such as status,level,mode and so on is listed on the left side of the
page.
Create New Category
Click New Category button. This displays the category form.
Specify the Category Name in the given text field. For ex. Appliances. This is the only mandatory field.
Specify relevant information about the newly created category in the Description field.
Select the technician to be assigned for the newly created category from the Assign To Technician combo box. All the issues related to this category is assigned to the selected technician.
Click Save button to save the details. You can see the category getting listed in the category list view below the form.
Click Save And Sub Category button to save the details and add sub category to the category.
Create New Sub-Category
Click New
Sub Category button in the category list page to add sub-category
to the category. Or click add sub-category icon beside the
category title in the list view . This displays the sub-category form.
Specify the Sub Category name in the given text field. For ex. Nescafe Coffee Vending machine. This is a mandatory field.
Specify relevant information about the newly created sub category in the Description field.
Select the Category from the combo box. For ex. Appliances. This is a mandatory field.
Click Save button to save the values. You can see the sub-category getting listed under the selected category.
Create New Item
Click New
Item button in the category list page to add item to the sub-category.
Or click add new item iconbeside the sub-category title
in the list view. This opens the New Item form in which the you have category,
sub-category and other details on top of the page.
Specify the Item name in the given text field. For ex. Capacity 1.00, 1.5 ton. This is a mandatory field.
Specify relevant information about the newly created item in the Description field.
Select the Sub Category for the item from the combo box. For ex. software. This is a mandatory field.
Click Save button to save the details.
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