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
-
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.
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Click Add.
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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.
-
Select a subcategory. Choose from existing subcategories, modify a subcategory, or enter a new
one.
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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.
-
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.