Difference between revisions of "Request and Closure Categories"
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==Introduction== | ==Introduction== | ||
− | When using ''Service Manager'' you can classify | + | When using ''Service Manager'' you can classify requests into categories to help describe what they are about. There are two sets of classifications you can use : |
:# Request categories - Can be specified when creating or updating a request in the details section | :# Request categories - Can be specified when creating or updating a request in the details section | ||
:# Closure categories - Can be specified when you resolve a request (see below) | :# Closure categories - Can be specified when you resolve a request (see below) | ||
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Revision as of 10:32, 15 January 2016
Introduction
When using Service Manager you can classify requests into categories to help describe what they are about. There are two sets of classifications you can use :
- Request categories - Can be specified when creating or updating a request in the details section
- Closure categories - Can be specified when you resolve a request (see below)
For example, request categories can help with resolving of incidents by making sure you have the correct knowledge available or allow reports to show trends to support Problem management. 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 :-
- Add a category using the ‘+’ symbol then add other sub-categories as needed
- Edit any existing entries using the Configure option
- Delete existing entries using the delete option