Difference between revisions of "Request and Closure Categories"
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:# Select your own ID and under ‘Security Settings’ select the ‘role’ entry , and ‘Service Desk Admin’. Then 'Save Changes'. | :# 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 | :# Log off and re-login from Hornbill | ||
− | :# Select | + | :# 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 :- | :# On the Categories tab you can :- | ||
:::* Add a category using the ‘+’ symbol then add other sub-categories as needed | :::* Add a category using the ‘+’ symbol then add other sub-categories as needed | ||
:::* Edit any existing entries using the [[File:Configure.png|16px|Configure]] | :::* Edit any existing entries using the [[File:Configure.png|16px|Configure]] | ||
:::* Delete existing entries using [[File:Delete_2.png | 16px |delete]] | :::* Delete existing entries using [[File:Delete_2.png | 16px |delete]] |
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 :-