Overview

Updated on 30 Apr 2024
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A Service Category is a way of grouping similar types of Service Requests (SRs) together. It helps to identify the nature of issues detailed in the SR. Service Category can be hardware, software, IT support, access, or training.

By categorizing SRs in this way, teams can quickly identify the type of SR and assign it to the appropriate team. Different levels of Service Categories help to extensively organize different SR types.

Let's explore the following use case.

Use-Case

User Persona: Administrator

Solution

NovaTech receives multiple SRs from different departments across the organization and is facing the challenge to understand the specific nature of the SRs.

Administrator can configure Service Category for the SRs like Access Request, Hardware, Mail Services, Server Management and so on. Service Category groups similar types of SRs together. The Service Category is then used to route the SR to the appropriate team of Workgroup for resolution. It ensures that users provide accurate information upfront, streamlines the routing process, and enhances overall user satisfaction by reducing resolution times.

Configure Service Category

Configuration of Service Category for SRs helps to provide a structured and organized approach to managing the SRs within an organization.

To configure Service category, perform the following steps:

Click Service Management.
Click Settings > Design Studio.
Figure: Select Design Studio
Navigate to Module > Service Request > Configurations > SR Masters > Category. The Category ID page is displayed.
Figure: Service Category page
Select Tenant from the dropdown menu for which you want to configure the Service Category.
Select the SR Category from the dropdown menu (refer the below screenshot). Service Categories in the dropdown menu are as per the selected Tenant.
Figure: Select SR Category
On hovering over the SR Category, you can see the details of the SR Category. (refer the following screenshot)
Figure: SR category - details
Clickicon to expand the menu for each SR Category. It will display the list of configured categories. (refer the following screenshot)
Figure: Configured category details
Right click on any of the configured Service Categories. A pop-up list with multiple options is displayed. (refer the following screenshot)
Figure: Category configuration options
Refer the below table for the descriptions of different configuration options for Service Category:

Option	Description
Create Root Node	Click this option to create a new Root Node/Category. A new Node/Category is created at the top of the configured Node list.
Create Child Node	Click this option to create a Child Node/Category. A Child Node/Category will be created for the Node/Category on which you have right clicked.
Rename	Click this option to rename a Node/Category.
Deactivate	Click this option to deactivate a Node/Category.
Set As Default	Click this option to set a Node/Category as Default Node/Category.
Add Icon	Click this option to add an icon to the Node/Category.
Update Description	Click this option to update the description of the selected Node/Category.

10. Click Save to configure the Service Category. Click Cancel to exit the process without saving the Service Category.

Note:

The Green color code indicates a default Category. (Refer the following screenshot)
Figure: Default Category
The Red color code indicates a deactivated Category. (Refer the following screenshot)
Figure: Deactivated Category

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Configure Service Category