Difference between revisions of "Request and Closure Categories"
| Line 30: | Line 30: | ||
== Progressive Capture == | == 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. | 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]] | '' See [[Progressive Capture Workflow]] | ||
Revision as of 12:42, 15 January 2016
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 Requests.
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
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.
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: Services
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.