Configure Category

To configure Category, perform the following steps:

To configure Category for Incident Module, perform the following steps:

1. Select Incident > Configuration > Incident Masters > Category.
   

2. On the Category page, select Tenant on the left panel.
   A list of all the configured Categories for the selected Tenant is displayed under the Details section.
   

   Figure: Category
   

   Note

   • The Green color indicates a default Category.

   • The Red color indicates a deactivated Category.

   • The Yellow color indicates a new Category.

   • Grey color indicates disabled for end user categories.

     • If Parent Category is disabled, all Child Categories under that node are disabled. If a Child category is disabled, there is no impact on other Child categories and the Parent Category.  

     • If a Parent Category is enabled, all Child Category under the node are enabled. If a Child category is enabled, respective Parent Categories are enabled but other Child categories related to the Parent categories remains disabled.

3. Right click on any of the configured Category to view the following options:
   

   • Create Root Node: Select on Create Root Node, it will create a new Node for which you are enabled to create a Child Node and perform other actions on the Root Node. Once you create a Root Node this will act as a Parent and hold all the Child Node within it.
     

   • Create Child Node: Select Create Child Node to branch a Category from the selected Category. Upon creating Child Node you are enabled to perform various actions on it.
     

   • Rename: Select Rename to change the name of the Category, on selecting this option the existing Category turns to prompt allowing you to edit the name or replace with a new name.
     

   • Inactive: Select Inactive to deactivate the Category across the application. upon performing this action, users will not be able to view this configured Category while working on the Category dropdown field on the Incident.

     • Active: You can view this option only if the Category is deactivated.
       

   • Set as Default: Select Set as Default to enable this specific Category as a default value in the Incident Module for the same field. That is, when the ticket is created the  Category value is set to this specific on its field unless user changes it. Once you select this, and submit the Category you will be able to view the below option:

     • Remove Default: You can view this option only if the Category is set as a default option.
       

   • Delink: Select Delink to detach the Node from the Category’s Root and its Child Nodes.

     Note

     By delinking Global Configuration, it will be converted to a Local Configuration, upon clicking Submit.

   • Configure: Select Configure to enable routing and other actions. On performing this action, a popup window is displayed to map the Category to the Workgroup and determine its route.
     

     Figure: Category
     
     For more information, refer to the following Field Description:

     Field	Description
     Replicate to All Child Categories	Select Replicate to all Child Categories to push this specific node setting configuration to all its Child Nodes.
     Location & Customer Wise Workgroup Routing
     Enable Location & Customer Wise Workgroup Routing	Select Enable Location-wise Workgroup Routing checkbox to configure location-wise and customer-wise workgroup routing.
     Other Mapping
     Workgroup	Select Workgroup to which the Category must be mapped. For the selected Workgroups, only the configured Categories are available. If no Category is selected for a Workgroup, all the Categories are available.
     Resolution Code	Select Resolution Code to which the Resolution Code must be mapped. Only the selected Resolution Codes are available in the Resolution Code drop-down list while resolving the Incident with this Category. If no value is selected, all the Resolution Codes are available.
     Closure Code	Select Closure Code to which the Closure Code must be mapped. Only the selected Closure Codes are available in the Closure Code drop-down list while closing the Incident with this Category. If no value is selected, all the Closure Codes are available.
     Customer-Category Classification
     Publish to Customer	By default, All Customer is selected however, you can select the specific customer by choosing Select Customer from the dropdown. A new dropdown field is displayed with a list of customers, where you are enabled to select the Customer from the dropdown list. You can select single or multi customers. Note Only end user belonging to selected customer will be able to view the category in the new incident page & Analyst will be able to see all the category configured for the selected customer in the incident details page.
     Add Skills	Click Add Skills, to map the skills to this Category.
     Submit / Cancel	Click Submit to save the configuration for this Category or Cancel to exit without configuring and back to Category page.

4. Click Submit to complete the configuration successfully.

Actions

This section explains all the actions that is performed on the Actions panel of the Category page.

• Expand All / Collapse All

• Import

• Import Location-wise Workgroup routing from Excel sheets

• Sort Order

• Configure Customer

Figure: Category

Expand All / Collapse All

Select Expand All action to view the branches under the root node. That is all the Child Node(s) within the Root Node(s). Then click Collapse All to view just the Root Nodes.

Figure: Collapse All

Import

Select Import to download the master template excel file, add values then upload the file to the Source field in order to configure bulk Categories.

To Import Category, perform the following steps:

1. Select Import by hovering on the action panel.
   

2. Select Download Master Import Template on the Action panel of the Master Import.
   

   Figure: Master Import
   

3. A file with name IM_Category.xlsx file is downloaded to your local system.
   

4. Enter the details in the file. Consider the below example for clarity.
   Example: Network is the Root Node and LAN and Wireless are Child Nodes. You are using the the Root Node Temp Id* and mentioning it on the Parent Id*. This will create two Child Nodes.
   

   Figure: Excel Values
   

5. Upload the file in the Source field by clicking on the upload icon and click Submit.
   

   Figure: Master Import
   

6. Click Select once the file is uploaded to the Source.
   

   Figure: Source Select
   

7. Validate the Mapping for Name with Data Type and Source. To skip any of the columns from the Master Upload select <IGNORE> from the dropdown and click Next.
   

   Figure: Map Columns
   

8. Verify the details and select Discard for Category item to not be configured. Then select Bulk Upload to add all the Categorys to the configured list.
   

   Figure: Upload Master
   

9. Upload results are displayed, if already existing it will update else creates a new one.
   

   Figure: Upload
   

10. Click Ok and go back to list page to view the items added to Category list.
    

    Figure: Category

Import Location-wise Workgroup routing from Excel sheets

Similar to the Import, you are enabled to Import Customer, Location and Workgroup using Import Location-wise Workgroup routing from Excel sheets for bulk categories.

The excel sheet will appear as below, enter the details prior to upload.
Figure: Excel Template File

Sort Order

Select the Sort Order to arrange the configured Categories in the order mentioned below and click Submit.

• Alphabetically

• Chronologically

Figure: Sort Order

Configure Columns

To configure a Customer who can view all the Categories including disabled Categories:

1. Click Configure Customer on the Actions panel.

2. Type the Customer Name.

3. Select the Customer in the list.
   The Customer name is displayed in the added list.
   

   Figure: Configure Columns
   

4. Click Submit to configure the customer.