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Ticket Categories

Former Member
0 Kudos

Hi,

I have 2 types of service request say IT, Admin. IT has categories like Hardware, software, etc and Admin has categories like Projector, Business Cards.

End users raise service request for each of these.

Can someone please guide as to how this can be achieved.

IT

--hardware

--software

Admin

--Projector

--business Cards

Please guide as to how I can achieve this.

I have defined catalogs, codegroups, and codes and attached these to a subject profile. The subject profile is attached to the transaction type.

However, the fields Subject --Category and the Reason-Category are still disabled.

I need detailed steps from start as to how I can achieve this.

Thanks,

Rinkal

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Hi,

You need to follow the below steps.

1. Under Define code group profiles, in Catalog maintenance, you need to define code groups.

In your example

Code groups would be

a. IT

b. Admin

2. Assign the code for the respective code groups.

Example :

IT

--hardware

--software

Admin

--Projector

--business Cards

3. Define code group profile

4. To code group profile assign Code groups

5. Define subject profile assign to Code group profile / code groups

6. Assign Subject profile to transaction type

7. Log in to IC manager role in webUI & go to Knowledge Management

8. Create Categorization schema.

9. Activate it.

Now you can see the hierarchy in your respective transaction.

I hope it helps.

Regards

Pramod

Answers (0)