Difference between revisions of "Request and Closure Categories"

Revision as of 15:05, 14 April 2015

In Service Manager, requests can be categorised when created or when being resolved. To set up these categories you will need to:-

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
Log in as a system administrator to the Hornbill Administration
Select Hornbill Service Manager in the selection box (top left)
Select Roles and then Roles to assign yourself the role of Service Desk Admin
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
Select Service Manager application on the navigation bar and then the administration option
On the Categories tab you can :-

@@ Line 6: / Line 6: @@
 :# 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
-:# Select [[What_is_Service_Manager? |''Service Manager'']] application [[File:Service_Desk.png|16px|ServiceDesk]] on the [[What_is_the_Navigation_bar? |navigation bar]] and then the administration option
+:# Select ''Service Manager'' application [[File:Service_Desk.png|16px|ServiceDesk]] on the [[What_is_the_Navigation_bar? |navigation bar]] and then the administration option
 :# On the Categories tab you can :-
 :::* Add a category using the ‘+’ symbol then add other sub-categories as needed
 :::* Edit any existing entries using the [[File:Configure.png|16px|Configure]]
 :::* Delete existing entries using [[File:Delete_2.png | 16px |delete]]