Introduction Service Desk Service Tickets Problem Categories Back

Problem Categories

When creating a ticket, it is mandatory to choose the problem category. You can create this problem category as per the requirement.

Go to the left sidebar and select service Tickets > click on Problem Categories.

ProblemCategories

Parent category and Subcategory

Parent and subcategory will introduce a hierarchy basis in your service tickets. In simple form, it is used to create subdivisions under any category. You can also use the problem categories without any subdivision too. When creating a new problem category, you can make a category as parent/subcategory. Subcategory can create just by selecting a parent category while add/edit. If you did not select any parent while add/edit a problem category, then it will be a parent category.

Note : You cannot choose any parent category, if the selected problem category is already a parent of another subcategory.

To create a new problem category

Go to the service Tickets > click on Problem Categories > click on icon.

addproblemcategory

After opening popup modal , fill in the all the details as follows :

Enter the Category name.
Select the Department name (refer click at section).
Select the previous created category for parent Category.
Select the Ticket attender for by default ticket is assigned to selected attender.
Select the auto allocation group for ticket is assigned to group member.
Select the custom fieldset for create a custom field in ticket creation time.
Select the CC group name for when user create a ticket time loading a this group member cc email.
Select the Priority for a Category such as High,Critical,Low.
Enter a TAT Hrs for a Category.
Enter a Response Sla in Hrs.
Enter a workaround Sla in Hrs.
Select the Authority Approval required or not required.when you can select required so display the Authority Board (PAB) for select group member approval.
After display Form Required field and Form Name you can select it.
After you can save Button.

To edit a problem category

Go to the service Tickets > click on Problem Categories > click on icon.

editproblemcategory

After open popup modal and change any details per your requirements.
After Click on save Button.

To delete a problem category

Go to the service Tickets > click on Problem Categories > click on icon.

deletecategory

After display SweetAlert confirmation then click yes so delete problem category otherwise click on cancel.

To esclation a problem category

Go to the service Tickets > click on Problem Categories > click on icon.

esclate

After opening popup modal , fill in the all the details as follows :

Select the Esclate to user or Group.
you can select Esclate to user to display all user you can select this.and Esclate to Group select so this department,problem category wise groups display.
Enter a Esclate trigger time in Hrs.
Select a Sla count yes or no.
Select Technician Mark as CC yes or no.
After click on Save button.

esclationmodel1

As per you requirement you can edit and delete.
Click on TOP header

esclationhistory

Note: Escalation Time will be calculated from the Ticket create date time.

To History a problem category

Go to the service Tickets > click on Problem Categories > click on icon.

pcinfo

After redirect the new page this page is consider the particular problem category which time update, whom updated, which information updated all data display in this.

pcinfo1