Configure Category

In the Work Order Management, a Category is used to classify and group related events to facilitate their management and processing. Categories help organize work by dividing it into defined, manageable sections. This classification aids in prioritization, assignment, and analysis, as well as improving efficiency and consistency in handling various tasks and incidents.

• Overview

• Configure Category

Overview

A Category in a Work Order refers to grouping specific type of issue or request that users may encounter while using IT services. Categories in a Work Order are essential in the ITSM application as they help in execution of a workflow. Categories help in providing high-quality IT services and maintaining a well-structured IT support system.

Configure Category

Categories help in organizing Work Orders into specific groups or classes based on their nature, type, or purpose. This allows for a more structured and efficient management of Work Orders, making it easier to locate, track, and prioritize tasks.

To configure Category in Work Order , perform the following steps:

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

2.  Navigate to Design Studio > Service Management > Work Order > Configurations > WO 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 WO 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: WO 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 newCategory. Enter the Category Name in the WO 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 WO Category under the Root Node.
   
   Example: Software Licenses (Root Node)
   Canva (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 color 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 the initial screen.