Difference between revisions of "Request and Closure Categories"
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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. | 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, [[What_are_request_categories? |requests can be | + | In Service Manager, [[What_are_request_categories? |requests can be categorized]] when created or when being resolved. |
== Services == | == Services == |
Revision as of 10:40, 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 categorized when created or when being resolved.
Services
For each defined Service there are options provided to set a starting level within the two Category Trees. Define which logging and resolution categories are available per request type per service. It is possible to configure which level of the category tree will be the starting level (exposed) when choosing a category on requests against each Service.
Rights to manage Services is required to set this. Please see the following instructions on Services
Administration
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