Overview

A Category is a Ticket attribute that describes the kind of work recorded, within the broader classification of the Ticket type. There are a number of reasons to categorize Tickets; to improve the likelihood that it be assigned to the correct resolver, to automatically link Articles to the Ticket, to have automatic rules and triggers, as well as Queues, Tabs and custom forms based on Category, and of course for reporting purposes.

Each Ticket type is able to have a specific set of Categories that are set in the admin area and could be as simple as: • Hardware • Software • Network • Security

Category structures will probably need to be more comprehensive than the above to afford meaningful reports of the kind of work being done by Users. One way of using Categories to more accurately describe the kind of work is through the use of Sub-Categories or even Sub-Sub-Categories. Vivantio can accommodate any level of Sub-Categories (e.g. Software : Desktop Application : Spread Sheet).

When designing a category structure it is recommended that a consultative and evidence based approach be adopted that considers not only Users’ experience but also the data that can be elicited from historic work records, if available.

Categories may need to be in plain English since they can be available to Callers via the self-service Portal to self-categorise Tickets (allowing them to be automatically routed to the correct resolver Group etc.).

Vivantio also allows for the categorization of Assets and Articles. In these situations the Category can be used to describe the kind of Asset or Article and can be used in a similar fashion as Ticket Categories to have automatic rules, control what appears in the object’s Queues and Tabs, have custom forms based on Category, as well as for reporting purposes.

Add Top Level Category

- Click 'Add Top Level Category'

- Enter the name

- Click 'Save'

Add Sub Category

- Highlight the main Category

- Click 'Add Sub Categories'

- Enter the Name

- Click Save

Please Note: You can add as many sub-categories as you need

Edit a Category

- Highlight the category you wish to edit

- Amend the Name

- Click 'Save'

Delete a Category

- Highlight the Category you wish to delete

- Click 'Delete'

Please Note: This will also delete any Sub-Categories

Import Categories from other system areas

- Click 'Import'

- Select which System Area you wish to import from the drop-down list

- Select which Categories and Sub-Categories from that System Area you wish to import

- Select 'Remove Existing Categories' if you wish to delete the categories you currently have in this area.

Sort Alphabetically

- Click 'Sort Alphabetically'

- The will sort the list in alphabetical order

Please Note: this action is not reversible

Expand All

- Click 'Expand All' to show the Top Level Categories and Sub- Categories

Collapse All

- Click 'Collapse All' to only show the list of Top Level Categories