Request and Closure Categories
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
On the installation of Service Manager two predefined Categories types are provided in Administration
- Request
- Closure
A structure for both types of category will need to planned and added to these Category types
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