Category

Updated on 14 May 2024
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Category is the grouping of Incidents according to certain shared characteristics such as the nature of the issue, affected systems, or the type of service impacted.

Categorizing incidents helps organize and prioritize responses, facilitating quicker and more effective resolution processes within an IT service desk or support system. Efficiently categorize Incidents to streamline resolution and improve incident management processes.

The incidents raised by the End User are categorized into specific groups before being assigned to the Analyst.

Use Case

User Persona: Administrator

Solution

NovaTech is a company that has received a bunch of requests raised by their customers. The IT team /IT Analyst needs to employ a specific set of troubleshooting for the different types of issues. As the number of issues is many, the Analyst needs to spend considerable time going through each incident to understand the issue.

This can be resolved by enabling Category configurations in the Incident Module. Here every incident can be categorized based on the type of issue. For example, VPN or Network issues. This helps to organize the volume of incidents in a structured manner. The Analyst can thus resolve these incidents by making informed decisions on the relevant troubleshooting steps. Categorizing the incidents also helps analyze the Incidents based on their priority and urgency and ensures assigning them to the appropriate team for quicker incident responses.

Configure Category

1. Navigate to Design Studio > Module > Configuration > Incident Masters > Category.

Figure: Category Home page

2. Select the Tenant from the drop-down list.

3. The Incident Category will be displayed.

Figure: Configure Category

5. Right click on any one of the configured Parent or Child Category, a pop up with the following options is displayed.

Figure: Category popup

For more information on the pop-up list, refer to the field description table below.

Field	Description
Create Root Node	Click this option to create a new Root Node/Parent Category at the top of the configured Node/Category list.
Create Child Node	Click this option to create a Child Node/Category for the Node/Category on which you have right clicked.
Rename	Click this option to rename a Node/Category.
Activate	Click this option to activate a Node/Category.
Set as Default	Click this option to set a Node/Category as default Node/Category.
Add Icon	Select the option to add an icon to the Category.
Add Description	Choose the option to add a description to the Category.

4. Select the appropriate Category and click Save.

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What's Next

Classification