Categories

This option gives you the opportunity to consider the types of problems end-users are likely to raise and enables you to compile a list of categories. A hierarchical Tree view lists the various categories that have been created. NetSupport ServiceDesk provides a default set of categories but you can add to these as required.

The Tree view expands beneath a main topic description, for example, the generic term hardware. You can then add sub-type descriptions, PC, printer, etc., within each category.

When an item is raised, the initiator selects the appropriate category for the problem from the pre-defined list.

To create a new category

1. Select the Admin tab and click the Categories icon in the toolbar.

2. Click New.

3. If adding a new sub-category to an existing item in the Tree view, you can part complete the category properties by expanding the Tree and highlighting the appropriate level. If it is not a sub-category, you can clear the field by selecting the blank option from the drop-down list.

4. Having chosen the area of the Tree in which to insert the new category, enter a description.

5. Set the default priority for items of this type.

6. Items in each category can be arranged in a specific order by entering a sort order value. For example, if you have four sub-categories within the hardware/PC category, they can be numbered 1 to 4.

7. Select what this category should be displayed for; Incidents, Problems and Change Requests.

8. Items can be assigned to specific departments or Operators based on the category selected.

9. By default, all Operators have access to a category. This can be restricted by selecting the Operators tab and specifying which Operators can access the category.

10. If this category is displayed for Change Requests a Change Advisory board tab appears. This allows you to specify who needs to authorise a Change Request before it can be approved.

11. Click Save to add the new category to the Tree.