Categories

You should be at the 'Maintenance' page. If not, select 'Maintenance' from the drop-down list at the top of the page.

Categories are a way of classifying Jobs, doing so helps you to identify which types of Job cause more than their fair share of helpdesk problems. Scroll down until you can see the section entitled 'Categories'. You should see two links, 'Existing Categories' and 'New Category'.

Click the 'Existing Categories' link. This will take you to the 'Category Maintenance' page. At the top of the page is a 'Selection Options' box. This allows you to search for a particular Category, specify the sort order of retrieved records and limit the number of records displayed per page.

We wish to retrieve all Categories, so leave the 'Containing' entry field empty and click the Retrieve button. You should see several records retrieved.

Each Category has:

• Name - this identifies the Category.
• Default - if this value is 'Yes' then any new Jobs will automatically default to this Category. Only one Category can be marked as the default.
• Custom Fields - These are two Custom Fields, which you may have renamed from the Maintenance page. These are provided so that you can store information which is particular to the way you run your business.
• Allowed Priorities - if this Category allows only a restricted list of Priorities, they will be shown here, with a link to edit the list.
• Work Hours - If this Category has a specific set of Working Hours defined, it will be shown here, with a link to add/edit.
• Auto-escalation notification - If there are category-specific options they will be shown here.
• Notify which Operator when end-user creates a job with this Category? - If this is different from the default "Not Assigned" user, it will be shown here
• Edit link- If you have the appropriate privileges, this link will be displayed.
• Delete link - If you have the appropriate privileges, this link will be displayed.

Editing

Click the 'Edit' link. This will take you to the 'Edit Category' page. Make any changes you wish then click the Update button.

The system will display a message confirming the update was successful or any error messages if there was a problem.

Click the Back button on your browser until you return to the 'Categories Maintenance' page, then click the Refresh button on your browser, or click the Retrieve button on the page, and you will see the changes you have made reflected in the retrieved records.

New

Now click the 'New Category' link, this will take you to the 'New Category' page, which is identical to when you were editing an Category, except that all the entry fields are empty. Give your new Category a name then click the Update button.

Deleting

Move back to the 'Categories Maintenance' page and click the Retrieve button, your new Category will be included in the retrieved records. Click the Delete link. This will display the 'Update Category' page with a Delete button which allows you to confirm the deletion. Click this button now and the system will display a message confirming the deletion was successful or any error messages if there was a problem.

Move back to the 'Categories Maintenance' page and click the Retrieve button, the Category you have just deleted will not be included in the retrieved records.

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