Categorize incidents

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. Categorize incidents
Category Subcategory
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