Difference between revisions of "Request and Closure Categories"

Latest revision as of 09:27, 24 July 2020

Home > Service Manager > Request and Closure Categories

Introduction

This page describes the administration and configuration of the Request and Closure Categories which are used within the different call types.

When using Service Manager in order to retrieve accurate reports and to standardise data recorded against a call, Profiles can be implemented.

There are two sets of classifications you can use :

Request categories - Can be specified when creating or updating a request in the details section.
- This is used to describe the symptoms of a call raised i.e. Business Application -> Error Message
Closure categories - Can be specified when you resolve a request
- This is used to describe the fix applied i.e. Business Application -> Service Restarted

Managing Request and Closure Category Trees

On the installation of Service Manager two predefined Profiles are provided in Administration.

Request
Closure

These two profiles are required for the Service Manager Categories to work. Removing or renaming these Profiles will result in the Categories not working in Service Manager.

Currently there is an option 'Create New Profile' this functionality is not enabled and is scheduled to be removed.

A hierarchical category structure for both types of category will need to planned and added to these Profiles. These Categories can be managed in Administration within the Profiles menu option. In order to manage these Category Trees you will require access to the Administration portal

See: Profiles

Services

For each defined Service there are options provided to set a starting level for both the Request and Closure Category Trees. You can select a particular level within any branch of the tree and apply it against each request type within a service. When this setting has been applied, any request raised against that service will use these settings. When applying a category, a support person will not be able to see the parent level and can only browse and select child category levels.

See: Service Portfolio

Progressive Capture

When building Progressive Capture Scripts for raising requests, a form has been provided to allow a support person to select the request category during the process of raising requests.

See Progressive Capture Workflow

Business Process Workflow

When constructing Business Process workflows there are available automated tasks for applying a Request or Closure Category to a request. Using conditional decision nodes you can automatically set a category using information held in the request.

See: Service Manager Business Process Workflow

@@ Line 1: / Line 1: @@
-In Service Manager, [[What_are_request_categories? |requests can be categorised]] when created or when being resolved. To set up these categories you will need to:-
+__NOTOC__[[Main Page|Home]] > [[Service Manager]] > Request and Closure Categories
-:# Decide what Categories are needed for your process e.g. You want a ''1st line Support'' analyst team to handle your Incident and Service requests, and who is in those teams
+==Introduction==
-:# Log in as a system administrator to the [[Administration |Hornbill Administration]]
+This page describes the administration and configuration of the Request and Closure Categories which are used within the different call types.
-:# Select ''Hornbill Service Manager'' in the selection box (top left)
-:# Select ''Roles'' and then Roles to assign yourself the role of Service Desk Admin
+When using ''Service Manager'' in order to retrieve accurate reports and to standardise data recorded against a call, Profiles can be implemented.
-:# Select your own ID and under ‘Security Settings’ select the ‘role’ entry , and ‘Service Desk Admin’. Then 'Save Changes'.
-:# Log off and re-login from Hornbill
+There are two sets of classifications you can use :
-:# Select ''Service Manager'' application on the [[What_is_the_Navigation_bar? |navigation bar]] and then the administration option
+:* '''Request categories''' - Can be specified when creating or updating a request in the details section.
-:# On the Categories tab you can :-
+:**This is used to describe the symptoms of a call raised i.e. Business Application -> Error Message
-:::* Add a category using the ‘+’ symbol then add other sub-categories as needed
+:* '''Closure categories''' - Can be specified when you resolve a request
-:::* Edit any existing entries using the Configure option
+:**This is used to describe the fix applied i.e. Business Application -> Service Restarted
-:::* Delete existing entries using the delete option
+== Managing Request and Closure Category Trees ==
+On the installation of Service Manager two predefined Profiles are provided in [[Administration]].
+:* Request
+:* Closure
+[[File:Information.png|14px|text-top|Information]]These two profiles are required for the Service Manager Categories to work. '''Removing or renaming these Profiles will result in the Categories not working in Service Manager'''.
+:''Currently there is an option 'Create New Profile' this functionality is not enabled and is scheduled to be removed''.
+A hierarchical category structure for both types of category will need to planned and added to these Profiles.  These Categories can be managed in [[Administration]] within the [[Profiles]] menu option.  In order to manage these Category Trees you will require access to the Administration portal
+''See: [[Profiles]]''
+== Services ==
+For each defined Service there are options provided to set a starting level for both the Request and Closure Category Trees. You can select a particular level within any branch of the tree and apply it against each request type within a service.  When this setting has been applied, any request raised against that service will use these settings. When applying a category, a support person will not be able to see the parent level and can only browse and select child category levels.
+''See: [[Service Portfolio]]''
+== Progressive Capture ==
+When building Progressive Capture Scripts for raising requests, a form has been provided to allow a support person to select the request category during the process of raising requests.
+'' See [[Progressive Capture Workflow]]
+== Business Process Workflow ==
+When constructing Business Process workflows there are available automated tasks for applying a Request or Closure Category to a request. Using conditional decision nodes you can automatically set a category using information held in the request.
+''See: [[Service Manager Business Process Workflow]]
+[[Category: Service Manager]]