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
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
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
- 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
- Delete link - If you have the appropriate privileges, this
link will be displayed.
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.
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.
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.