Configuring 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 item for multiple Accounts using this option. You also have an option to import categories, sub categories and items from a CSV file. 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 - MSP 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 for multiple Accounts. 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

    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 mandatory field.

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

    4. You can associate multiple accounts to the category. Select the accounts to which you want to associate the category from the list of Available Accounts and move it to the Associated Accounts by clicking >> button.Similarly you can also disassociate the Accounts.This is also a mandatory field.

    5. 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.

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

    7. Click Save And Sub Category button to save the details and add sub category to the category.

    Create New Sub-Category

    1. Click New Sub Category button in the category list page to add sub-category to the category. Or click add sub-category iconadd-new-subcategory-item-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 item to the sub-category. Or click add new item iconadd-new-subcategory-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.

     

    Import from CSV file

    If the categories, sub categories and items are recorded in a CSV file, then you can import the same using Import from CSV option. Follow the steps given below to import the CSV file.

    Step #1: Locate the CSV file

    1. Click Import from CSV button. The Import Wizard window pops up.

    2. Click the Browse button to select the CSV file.  

    3. On locating the CSV file from the file chooser window, click Open. The path to the file appears automatically in the Locate CSV file field.

    4. Click Submit button.

     

    Step #2: Customize Mapping

    1. Map the Category, Sub Category and Item with the field names in the CSV file.

    2. Click Import button. The details of the CIs from CSV are imported.

    3. On completion, the Import Results are displayed. The number of categories, sub categories and items that are imported and the number of categories, sub categories and items that have failed to import are displayed.

     

    NOTE:

    1. The new field(s) will be added and the existing field(s) will not be overwritten.

    2. Importing the field which is already marked as "not for further usage" will not be changed to active again.

    3. If a field is empty, it will be ignored and the remaining field(s) by the hierarchy (Category -> Sub-Category -> Item) in that record/row will also be ignored.

     

     

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