Request and Closure Categories
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Introduction
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