ServiceDesk uses categories to classify incidents. The support technicians assign a category to incidents in the advanced incident form. The incident category helps route the tickets to the appropriate incident technician or queue. The category also helps sort incidents for reports.
You can use additional levels of classification items to further identify the incidents. The main categories and the additional classification items are referred to as the data hierarchy. You can define up to 10 levels of categories in the hierarchy.
When you set up the data hierarchy, try to achieve a complete categorization system without making it too complex. Provide enough nested levels for the support workers to accurately classify the incidents. However, too many categories and classifications make it difficult to select the correct one. When incidents are categorized incorrectly, some steps in the process might be skipped or the incidents might be reported incorrectly.
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