Configuring Category
The requests can be grouped under proper categories. For example, a request
from a prospect for an invoice for a particluar product can be classified as
a Purchase request category, while a request describing a problem that is faced
by the customer, while using a purchased product can be classified under the
Service request category. You can also create sub-categories for the parent,
which can be the different products or types of services that are provided in
your organization. Depending on the need of your organization, you can create
various such categories. These categories, will be listed in the drop-down menu
in the New Request form.
To open the category configuration page
- Log in to the SupportCenter Plus application using the user
name and password of an admin user.
- Click the Admin tab in the header pane.
- In the Helpdesk block, click the Request Form Customizer
icon
. The next page displays the list of request form attributes
that can be customized on the left menu and the category list page. You can
add, edit, or delete categories.
Add Category
To add a request category
- Click the Add New Category link available at the right
top corner of the category list page.
- In the Add Category form, enter the Category Name.
- Select the parent category to which you wish to add the category.
If you want it at the first level, then choose Category Root. Otherwise
you need to select the category name for which you want this to be a sub-category.
- If you wish, you can enter the category Description
and also assign the default Support Rep who will be handling the requests
submitted in the specified category. Please note that you cannot create two
categories with the same Category Name.
- Click Save. The new category is added.
If you want to add more than one category, then instead of clicking
Save, click Save and add new
button. This adds the new category and reopens the add category form.
At any point, if you decide not to add the new category, then click
Cancel to get back to the category list. Clicking the View List
link on the top right corner of the add category form will also take you
to the category list view.
If a particular Category has a default support rep associated to it,
then when that category is chosen in the request form, the corresponding
support rep will be selected in the support rep field of the New Request
form.
Edit Category
To edit an existing category
- In the Category List page, click the edit icon
beside the category name that
you wish to edit.
- In the Edit Category form, you can modify the name
of the category, the parent category to which it belongs to, description,
and the default support rep assigned to the category.
- Click Save to save the changes. At any point, if you
wish to cancel the operation that you are performing, click Cancel.
Even while editing a category, if you wish to add a new category, then
click Save and add new button instead of clicking Save
button after making the changes.
Delete Category
- In the Category List page, click the delete icon
beside the category name that you wish
to delete. A confirmation dialog appears.
- Click OK to proceed with the deletion. If you do not
want to delete the category, then click Cancel.
SupportCenterPlus - Help Desk and Asset Management Software
Copyright © 2005, AdventNet Inc. All Rights Reserved.