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

  1. Log in to the SupportCenter 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 Request Form Customizer icon 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

  1. Click the Add New Category link available at the right top corner of the category list page.
  2. In the Add Category form, enter the Category Name.
  3. 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.
  4. 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.
  5. 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

  1. In the Category List page, click the edit iconEdit Iconbeside the category name that you wish to edit.
  2. 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.
  3. 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

  1. In the Category List page, click the delete iconbeside the category name that you wish to delete. A confirmation dialog appears.
  2. Click OK to proceed with the deletion. If you do not want to delete the category, then click Cancel.


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