Configure Category

a Category in Problem Management is used to classify and group problems based on shared characteristics or attributes. Categories help organize and prioritize problems, making it easier to manage and analyze them effectively. By categorizing problems, organizations can identify trends, allocate resources more efficiently, and implement appropriate solutions.

• Overview

• Configure Category

Overview

In Problem Management, a Category is a classification used to group problems by similar characteristics, facilitating their organization and prioritization. This systematic categorization allows for efficient management, enabling teams to identify trends, allocate resources effectively, and streamline the troubleshooting process. By aligning categories with the broader IT service management framePRrk, organizations can enhance reporting, identify recurring issues, and improve resolution strategies, ultimately leading to more efficient problem-solving and service improvement.

Configure Category

Configuring categories in Problem Management involves setting up a structured classification system to organize and manage problems effectively. This process is essential for streamlining the identification, prioritization, and resolution of issues within an IT environment. By defining specific categories organizations can group related problems, making it easier to recognize patterns and allocate resources efficiently.

To configure Category in Problem, perform the following steps:

1. Log in to the Apex application as an Application Administrator.
   

2. Navigate to Design Studio > Service Management > Problem Management > Configurations > Problem Masters > Category.
   

3. Select Tenant from the dropdown list.
   
   Figure: Category - Tenant
   

4. List of configured Categories for the selected Tenant is displayed, along with option to create a new Category by performing right click action on the specific node. To view the pop-over message Right click any node to perform actions, hover inside the PR Category frame as displayed below.
   Figure: Category Tree
   

5. Right-click on any node to perform the actions.
   A list of Action items is displayed and the node is highlighted.
   
   Figure: PR Node Actions
   

   Note

   If the Create Root Node is selected then No action is performed on the selected node.

   
   For more information on the node actions, refer to the following:
   

   Create Root Node

   Enable the Admin to Create Root Node as a new Category. Enter the Category Name in the PR  Category field.
   
   Example: Software Licenses (Root Node)

   
   Figure: Root Node  

   Create Child Node

   Enable the Admin to Create Child Node under the selected Root Node category. Enter the Category Name in the PR Category under the Root Node.
   
   Example: Software Licenses (Root Node)
   Power BI (Child Node)
   

   

   Figure: Child Node

   Rename

   Enable the Admin to Rename the selected Category.

   

   Figure: Rename

   Deactivate

   Enable the Admin to Deactivate the Category. Applicable for Root and Child Nodes. Right click and select Deactivate. Upon deactivating the Category, it is represented using the Orange vertical line.

   

   Figure: Deactivated Category

   Activate

   Enable the Admin to Activate the Deactivated Category. Right Click and select Activate.

   

   Figure: Activate

   The activated Category is displayed as below.

   
   Figure: Activated Category

   Set as Default

   Enable the Admin to set the selected Category as Default. Right click and select Set as Default. Upon setting the Category as a default value, it is represented using the  Green color vertical line.

   

   Figure: Set as Default

   Remove as Default

   Enable the Admin to Remove the Category as Default. Right click and select Remove as Default. Upon removing the Category as a default value, it displays as initial.
   

   Figure: Remove as Default

   Add Icon

   Enable the Admin to Add an icon to the Category. Right click and select Add Icon. Select and upload the file from your local directory.

   

   Figure: Add Icon

   Add Description

   Enable the Admin to add a description to the configured Category. Right click and select Add Description. Enter the details about the Category.

   

   Figure: Add Description

   Hover on the Category to view the description.

   

   Figure: Category Description

6. Click Save to add the configured Category to the selected Tenant. Upon clicking Cancel you will be navigated to the Category configuration screen and Reset will erase the configuration you made and displays as the initial screen.