Incident categories and subcategories

Assigning incident tickets to categories and subcategories allows for easy classification of incidents. Categories and subcategories are also used with reporting.

The platform can also use incident category or subcategory to automatically assign the incident to a specific fulfillment group. For example, Network tickets can be assigned automatically to the Network group based on the category.

Using categories and subcategories also improves 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 following categories and associated subcategories are in the base system. An administrator can add additional categories and subcategories, and use them in assignment rules and notifications.

Table 1. Incident categories
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

DB2

MS SQL Server

Oracle

Configure incident categories or subcategories

You can add to or remove choices from the lists of incident categories and subcategories.

Before you begin

Role required: admin

About this task

If the Subcategory field does not appear, the administrator can configure the incident form to display it.

Procedure

  1. Navigate to Incident > Create New.
  2. Perform one of the following steps.
    OptionDescription
    Edit Category choices Right-click the Category field and select Configure Choices.
    Edit Subcategory choices Select the Category to update its subcategory choices. Right-click the Subcategory field and select Configure Choices.
  3. Perform any of the following actions.
    OptionDescription
    Add new category Click New, specify a Label and Value, and then click Submit.
    Add existing category Highlight the required category and click Add.
    Remove existing category Highlight the category to be removed and click Remove.
  4. Click Save.