Overview

Navigate to the Admin Area > System Areas > Choose the System Area e.g. Tickets > Configuration > Note Categories

Note Categories can be used to allow your technicians to categorize the type of work they are doing on a ticket. You can view the categories in Report Builder – you might use this, for example, in combination with the Effort field to report on how long your technicians spend on certain types of activity.

Note Categories achieve:

1) Auto-populating text and setting communication options

2) Categorizing the type of action being added to a ticket

Guidance

In Vivantio it is possible to create Note Templates that can have pre-set values in the Note fields and also categorize Notes so that they can be differentiated from other categories of Note. Note Categories appear in the History of a Ticket and they are fully reportable.

In the History of the Ticket the Categories can then be seen:

Reviewed: 28 March 2023