The requests can be categorised/grouped using the following attributes: Categories, Sub-categories and Items. Category form the topmost level in grouping of requests with subcategory and item serving as sublevels for the defined Category.
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 under the respective drop-down menus available in the New Request form.
To configure/access the Category option,
Log in to the ServiceDesk Plus application using the user name and password of an admin user.
Click Admin tab in the header pane.
Under the Helpdesk block, click the Helpdesk Customizer icon . This opens the Helpdesk - Category page where you can categorize the incoming requests in to category, sub-category and item.
Create New Category
Click New Category button. This displays the category form.
Specify the Category Name in the given text field. For ex. Software. 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 will be assigned to the selected technician.
Select Change Manager from the available list [optional]. Doing so will enable you to autoassign Change Requests (belonging to the category being created) to the selected Change Manager.
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 a sub-category to the category.
Create New Sub-Category
Click New Sub Category button in the category list page to add a sub-category to the category. Or alternatively 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. AdobePhotoshop. 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) to which this subcategory woul belong. For ex. Software. 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 an item to the sub-category. Or alternatively click add new item iconbeside the sub-category title from the respective Category page. This opens the New Item form.
Specify the Item name in the given text field. For ex. versions. This is a mandatory field.
Specify relevant information about the newly created item in the Description field.
Select the Sub Category to which the Item would belong. For ex. software. This is a mandatory field.
Click Save button to save the details.