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 enables the service desk to track the amount of work done and details of the next steps in the process, if any. Categorize incidentsAssigning incident tickets to categories and subcategories can greatly improve the clarity and granularity of report data.Configure incident categories or subcategoriesYou can add to or remove category and subcategory choices from the list of incident categories or subcategories.Assign incidentsDefine an assignment rule for incidentsTo ensure that incidents are promptly dealt with by the appropriate IT service members, administrators can define assignment rules to automate the process.