Category

 

The requests can be grouped under proper Categories, Sub-categories and Items.

 

For example: A request to install Adobe Photoshop can be put under the request Category as Software, Sub-Category as Adobe Photoshop and Item to be Versions 5.0,6.0 and so on. Similarly, if there is a problem in the functioning of the mouse, then it can categorized under the Category as Hardware, Sub-Category to be mouse  and Item to be scroll button not working.

 

Depending on the need, you can create various such categories, sub-categories and items 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,

  1. Log in to the ServiceDesk Plus application using the user name and password of an admin user.

  2. Click the Admin tab in the header pane.

  3. In the Helpdesk block, click the Helpdesk Customizer icon Request Form Customizer Icon. This opens the Helpdesk - Category page where you can categorize the request in to category, sub-category and item.   

Create New Category

  1. Click New Category button. This displays the category form.

  2. Specify the Category Name in the given text field. For ex. Software. This is the only mandatory field.

  3. Specify relevant information about the newly created category in the Description field.

  4. 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 will be assigned to the selected technician.

  5. Click Save button to save the details. You can see the category getting listed in the category list view below the form.

  6. Click Save And Sub Category button to save the details and add a sub-category to the category.

Create New Sub-Category

  1. Click New Sub Category button in the category list page to add a 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.  

  2. Specify the Sub Category name in the given text field. For ex. AdobePhotoshop. This is a mandatory field.

  3. Specify relevant information about the newly created sub category in the Description field.

  4. Select the Category from the combo box. For ex. Software. This is a mandatory field.

  5. Click Save button to save the values. You can see the sub-category getting listed under the selected category.   

Create New Item

  1. Click New Item button in the category list page to add an 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.

  2. Specify the Item name in the given text field. For ex. versions. This is a mandatory field.

  3. Specify relevant information about the newly created item in the Description field.

  4. Select the Sub Category for the item from the combo box. For ex. software. This is a mandatory field.

  5. Click Save button to save the details.

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