How to Configure Service Desk Categories (4294098)

In version 11.1 the Administrator Console is improved to allow you to make setting up categories and subcategories for Service Desk more streamlined. You can create and edit ticket category and subcategory nodes using a tree widget.

The tree view allows you to better understand and manage the relationships between the categories. You can easily add new category nodes, rename, delete, or sort them, as needed. A search function is also available, to quickly locate a specific category or subcategory.

When you add Sub Categories, they will be required to be chosen if you pick the parent Category. For Example, if you have Sub catagories of the Category Hardware, for example, Monitor and Desktop, when you choose Hardware, you are required to chose a sub category. If you do not, on save, you will get an error. If you try to set Category by email, you also must include the Sub category.

Note: Prior to 11.1, subcategories were denoted by adding teo colons (::) between the category and subcategory (or subsequent subcategories). These will automatically be converted to the new tree view and subcategories should exist under the appropriate tree branch.