Configuring categories for service requests

You customize the selections that users make in the Submit a Service Request tool by creating categories and adding issues as options for each category. You configure this information by using the Service Request Configuration page.

About this task

A category must have at least one issue that is assigned before the category is shown in the Submit a Service Request tool.

For example, you want to add a category that is called Heat and Air that has the following issues:
  • It’s too hot.
  • It’s too cold.
  • The system is noisy.
You create a category and name it Heat and Air. Then, create the category issues, such as It’s too hot.

Procedure

  1. In the Service Request Configuration page of the Administration Work Center, click the Categories tab. Specify who can create service requests. You can specify the domain name of a company, for example @companyxyz.com, to allow anyone who works there to create requests, or you can list the email addresses of specific users.
  2. Click Add.
  3. In the Service Requests Categories section, select a category for the type of issues that users can enter. You can enter categories in the following ways:
    • Choose from an existing category in the Category list.
    • To edit a category description, click the pencil icon for the category. Edit the category description, then click the Save icon.
    • Create a category by clicking the + sign next to the category header and typing in the Enter category field. Click the Save icon.
  4. Select a subcategory. Choose from existing subcategories, modify a subcategory, or enter a new one.
  5. Add common issues that are associated with that category. Choose from existing issues, modify an existing issue, or create a new one.
    A category must have at least one issue that is assigned before the category is shown in the Submit a Service Request tool.
  6. Add categories and issues as needed. Your changes are automatically saved.

What to do next

Refresh the Submit a Service Request tool to show the categories and associated category issues.