Request and Closure Categories

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 :

1. Request categories - Can be specified when creating or updating a request in the details section
2. Closure categories - Can be specified when you resolve a request

Services

For each defined Service there are options provided to set a starting level within the two 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. The default setting will allow the support person to see the entire category tree.

See: Services

Managing Request and Closure Categories

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

See: Profiles

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.

Business Process Workflow

When constructing Business Process workflows there are available automated tasks for applying a Request or Closure Category to a request.