Incident categories and subcategories

Assigning incident tickets to categories and subcategories can greatly improve the clarity and granularity of report data.

For example, appropriate incident categories allow you to track how many network-related versus telephone-related incidents you have from week to week.

The platform can also use an incident's category or subcategory to automatically assign the incident to a specific fulfillment group to work on it. For example, Network tickets should automatically go to the Network group based on the category.
Table 1. Categorizing incidents
Category Subcategory
Request Password Reset
Password Expired
Account Locked
Inquiry / Help Anti-Virus
Email
Internal Application
Software Email
Operating System
Hardware CPU
Disk
Keyboard
Memory
Monitor
Mouse
Network DHCP
DNS
IP Address
VPN
Wireless
Database MS SQL Server
Oracle