This article provides details on the different options that are available when creating Service Desk categories. These are the same options shown when editing existing categories. To create one, go to the tool itself (under the Operations suite), and then click New Category.
Options
- Name – The main reference given to this category. This is the name that users will see when choosing a category for new tickets.
- Description – Text area for entering the description of this category. This description will appear under the category name when a new ticket is being submitted.
- Submitters targeting selectors – Used to determine which users will be able to submit tickets into this category. See Targetingfor more information on targeting selectors.
- Link To Store – Enabling this option allows the submitter to choose the Location that the new ticket relates to. Only Locations pertaining to that user will be available for them to choose.
- Email Monitoring – This option allows for auto-generation of tickets and ticket responses, based on the inbox of a nominated email address. See Setting Up Email Monitoring for more information.
- Owners targeting selectors – Used to determine which users will be able to take ownership of tickets in this category, in addition to the abilities given to category administrators. See Targetingfor more information on targeting selectors.
- Automatically Assign Owner – This setting ensures that newly submitted tickets are automatically assigned to one of the targeted owners. The assignment algorithm attempts to evenly distribute tickets among targeted owners.
- New Ticket Email Notification – This setting ensures that all targeted owners are sent notification emails upon the submission of new tickets. This setting and Automatically Assign Owner (above) are mutually exclusive.
- Administrators targeting selectors – Used to determine which users will have management capabilities for tickets in this category. See Ticket Functionsfor more information on administrative powers in the Service Desk.
- Unresolved Ticket Notification– This setting ensures that administrators are notified by email if a ticket is not closed after a specified number of days.
- Send Notification After – Used to specify number of days before Unresolved Ticket Notification email is sent.
- Unresolved Ticket Notification– This setting ensures that administrators are notified by email if a ticket is not closed after a specified number of days.
- Available Priorities – The types of priorities that can be set for tickets in this category. Priority types can be added to this list, see Service Desk Configuration for more information.
- Submitter Can Select Priority – This option allows ticket submitters to set the priority of their new ticket.
- Available Statuses – The types of statuses that can be set for tickets in this category. Status types can be added to this list, see Service Desk Configuration for more information.
- Active – Turn this option on to make this category available for ticket submission.
- Save – Press this button to create the category.