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.
You can use any of the following categories:
ServiceDesk contains predefined incident categories, which you can use immediately or edit to meet your organization's requirements.
You can view the default categories in the ServiceDesk portal from Admin > Data > Hierarchy Data Service.
Categories are imported to ServiceDesk when you migrate incidents or categories from a previous version of Helpdesk Solution. Any incidents that you migrate retain their original categorization. The imported categories are available for any new incidents that are created.
The imported categories do not correspond to the default categories in ServiceDesk. After you migrate the incidents or categories, some cleanup might be required.