Overview

Updated on 26 Jun 2024
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Solving IT problems for smoother operations.

A Category is a group, representing the type of a Problem Record (PR). The PRs raised by Problem Managers or users with required access are grouped based on these categories and assigned to respective Analysts to provide a solution to the PR.
You can add and modify Category details for a Tenant.

User Persona: Administrator

Using categories in Problems, the IT department can optimize it's ITSM process, improve response time, enhance communication, and ensures better alignment between IT support teams and the needs of the organization. The following .GIF displays the configuration of Categories in the Problem module.

Let's explore the following use case.

Use Case
User Persona: Administrator

Solution

NovaTech IT department is experiencing frequent network connectivity issues reported by various users, they wish to streamline such problems to address the issue that resolves across the IT department.

Administrator categorizes the problem tickets based on the nature of the issues, which includes the name "Network Infrastructure" for network-related issues. Problems related to network issue is logged in the ITSM system. Each problem ticket includes details like the user's name, Department, Description of the issue, Category, and more. By categorizing the logged issues, the IT team can identify patterns and prioritize their investigation and resolution efforts accordingly. They can assess which categories have the most tickets, indicating potential systemic issues that require immediate attention.
By reviewing the categorized problem tickets and their resolutions, the IT team can identify trends, recurring issues, or areas where preventive measures can be implemented. This proactive approach helps minimize future network connectivity problems. The categorized problem tickets provide valuable data for generating reports and metrics. These reports can highlight areas of improvement, measure the effectiveness of problem management processes, and track the resolution time for different categories.

By utilizing categories in problem tickets, the IT team can streamline their problem management processes, improve troubleshooting efficiency, and drive proactive measures to enhance network connectivity and overall IT service quality.

To configure Category in Problem Management click on the following link:

Configure

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