ServiceDesk uses categories to classify incidents and route them to the appropriate incident technician or group queue. The person that creates the incident can select a category for that incident. The category also helps sort incidents for reports. ServiceDesk also uses classifications to classify problems. During the initial problem analysis, the problem analyst can select a classification for the problem.
ServiceDesk contains predefined incident categories and problem classifications, which can be used immediately or edited to meet your organization's requirements.
Table: Default categories for incidents and default classifications for problems
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