Categorize incidents

Incident forms have fields for category and subcategory, which allow for easy classification of incidents.

These categories can be used by the system to create automatic assignment rules or notifications. For instance, with a certain assignment rule, an incident with a category of Database could automatically be assigned to a Database group that always handles database issues.

Another important category for incidents is the incident state. This allows the service desk to track how much work has been done and what the next step in the process might be. For more information, see Categorizing Incidents.