Category and Workgroup

Updated on 13 Feb 2025
2 Minutes to read

Article summary

Did you find this summary helpful?

Thank you for your feedback

Category and Workgroup are essential for classifying and managing incidents efficiently. Category represents the type of issue reported and helps in classifying incidents into Hardware, Software, Network, etc. Workgroup refers to the team of technicians assigned to handle a specific category of Incidents.

Let's explore the following use-case.

Use Case

User Persona: Administrator

Solution

NovaTech is a large IT company with a service desk that handles various types of incidents related to IT services such as software issues, An employee submits a ticket that he's unable to access his email, which are critical to his work.

To resolve this, the Administrator uses a structured incident management process within the ITSM tool. The Category and Workgroup Matrix helps to assign the specific category of the incident to the workgroup specialised in handling them. The technician troubleshoots the issue and provides a resolution. He then resolves the incident and updates with the resolution details. The Category and Workgroup matrices help in faster resolution.

Configure Category and Workgroup

To configure the Category and Workgroup, perform the following steps.

Click Service Management.
Click Settings > Design Studio.
Figure: Select Design Studio
Navigate to Design Studio > Module > Configuration > Matrices > Category and Workgroup. The admin can view the list of all configured Category and Workgroups. To learn more about managing the list page navigate to Manage Category and Workgroup.

Figure: Category and Workgroup

4. Click New on the right side of the page. All the configured Category and Workgroup values are used across the Service Management module.

Figure: Category and Workgroup New

5. Refer the following table and enter the values in fields.

The grid provides a detailed view of the Category and Workgroup details page. For more information, refer to the field description table below.

Field	Description
Panel	Select the configurations in the Panel.
Tenant	A Tenant is similar to a Department within an organization that provides support related to an IT or facility.
Workgroup	Select the workgroup from the drop-down list. Available options are based on the Workgroup configuration done at the admin level.
Categories	Choose the category from the preconfigured tree list. These categories are displayed based on the Workgroup selected.
Active	Indicates the status of the Category and Workgroup. If selected, the Category and Workgroup becomes an available option on the other pages of the application. If not selected, the Category and Workgroup becomes an inactive value. The inactive Priority Matrix values are not displayed in the Priority Matrix list on the other pages of the application.

6. Enter all the details and click Save.

Was this article helpful?

What's Next

Manage Category and Workgroup

Table of contents