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.

To review these changes in a video, please see KACE Kontinuing Education (KKE): What's New - SMA 11.1 - Service Desk Categories (332641)

To configure/modify Service Desk Categories:

1. Go to Service Desk | Configuration | Queues | Name of Desired Queue | Customize Fields and Layout
2. Go to the Category Values section
3. Use the + icon to add a new category
4. Use the two arrows icon to sort all categories and sub-categories
5. Right-click on any category name to add a sub-category
6. Right-click to rename or delete any category or sub-category
   1. Note: If the trash can icon is missing, current tickets are assigned to that category and it cannot be deleted. Reassign the tickets to another category and return to use trash can icon.
7. Right-click a category with multiple sub-categories to sort only the sub-categories
   1. Use the two arrows icon mentioned above to sort all categories and sub-categories
8. Drag & Drop categories and sub-categories to the desired location
9. Change the properties of a category or sub-category by left-clicking on it to select it and then viewing the pane to the right for details such as
   1. Category Name
   2. Default Owner
   3. CC List
   4. User Settable checkbox