Problems and Item Categories can be created and managed through the Manage Problem/Item Categories page under the Service Desk module.
Navigation: Service Desk → Settings → Manage Problem/Item Categories
- This feature allows the admin or service desk team to define and organize the types of problems or items that can be raised through service desk tickets.
- Proper categorization ensures tickets are routed to the correct support team based on their nature.
Follow the steps below to create a new problem or item category:
- Select the Service Desk Unit:
- Choose the appropriate service desk unit under which the category falls.
- Select the Sub Function:
- Choose the relevant sub-function applicable to the selected unit.
- Select Classification:
- Choose the classification of the issue or item (e.g., Access Issue, Hardware, Software).
- Enter the Problem/Item Category Name:
- Provide a clear and descriptive name for the category (e.g., Leave Portal Access, Payslip Download Issue).
- Set Status Options:
- Active: Check this box to make the category available for ticket creation.
- Approval Required: Check this box if tickets under this category require approval before processing.
- Click Save:
- Click the Save button to add the new category to the system.
Click below link to view create Manage Problem/Item Categories Video: