Category Location and Workgroup Matrices

Updated on 24 May 2024
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Employees or workgroups are organized and mapped according to their locations and job responsibilities inside an organization as part of the mapping process. Category Location and Workgroup Matrices aids in resource management and optimization, communication improvement, and collaboration between and within teams.

User Persona: Administrator

Let's explore the following use-case.

Use Case

User Persona: Administrator

Solution

NovaTech provides managed IT services to various clients across different industries. The company wants to improve its incident resolution process and enhance customer satisfaction.

To resolve this, the Administrator implements Category, Location, and Workgroup Matrices in Incident Management. This can enhance incident resolution processes, improve response times, and increase customer satisfaction. The matrix enables efficient incident categorization, appropriate routing based on location, streamlined collaboration between workgroups, and informed decision-making for prioritization and resource allocation.

Configure Category Location Workgroup Matrices

To Configure Category Location Workgroup Matrices, perform the following steps.

1. Navigate to Design Studio > Module > Configuration > Others > Category Location Workgroup Matrices. The admin can view the list of all configured Category, Location and Workgroup Matrices items. To learn more about managing the list page navigate to Manage Category Location and Workgroup Matrices.

Figure: Category Location Workgroup Matrices

2. Click New on the right side of the page. The following page is displayed.

Figure: Category Location Workgroup Matrices New

Field	Description
Tenant*	Select the Tenant from the list. This is a mandatory field. For example: IT, HR, Facilities etc.
Category	Choose the Category as per the drop-down menu. These are preconfigured categories as per established standards.
Location	Choose the Location as per the requirement from the drop down menu. This option allows to map the category location and workgroup to the incident.
Workgroup	Choose the workgroup from the drop-down menu. This is the specific group to which the Incident is assigned.
Description	Specify a brief description of the Category Location and Workgroup Mapping. This provides more clarity to the incident.
Sort Order	Select the sort order in which the Category Location Workgroup Mapping are displayed or listed within the ITSM system when the Analysts are selecting or viewing them.
Active	Select the check box to make the Category Location and Workgroup Mapping available on the other pages of the application.
Default	Select the check box to display the Category Location and Workgroup Mapping for the selected Tenant, by default.

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Manage Category Location and Workgroup Matrices

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