Configuring Category IM

What is a Category?

A Category is a group, representing the type of an Incident. The Incidents raised by the End Users are grouped based on these Categories and assigned to the respective Analysts to resolve the Incidents. You can add and modify Category details for a Tenant.

To Configure Category:

1. Select Incident > Configuration > Incident Masters > Category.

2. On the CATEGORY page, select the Tenant. A list of all the configured Categories for the selected Tenant is displayed under the DETAILS section.
   
   

   
   Figure: CATEGORY page
   
   
   

3. Right-click on any one of the configured Parent or Child Category, a pop-up list with the following options is displayed:

   1. Create Root Node: Click this option to create a new Root Node/Parent Category. A new Node/Category is created at the top of the configured Node/Category list.

   2. Create Child Node: Click this option to create a Child Node/Category. A Child Node/Category will be created for the Node/Category on which you have right- clicked.

   3. Rename: Click this option to rename a Node/Category.

   4. Inactive: Click this option to de-activate a Node/Category.

   5. Set as Default: Click this option to set a Node/Category as default Node/Category.

   6. Configure: Click this option to configure Category details.

   7. Enable/Disable for End User: Click this option to enable or disable the category for the end user. This configuration is not applicable for the End Users associated with the selected customers in the Configure Customer pop-up page.

4. Click SUBMIT to save the changes.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CATEGORY page.

EXPAND ALL

Click EXPAND ALL to expand all the configured Categories. To display the inactive Categories, click the Include Inactive check box.

IMPORT

Click IMPORT to update or create multiple Categories importing the Master Excel template. Upon clicking IMPORT, you are redirected to the MASTER IMPORT page, where you can download the Microsoft Excel template, and fill in the required data to update in the CATEGORY page.

IMPORT LOCATION

Click IMPORT LOCATION to configure Location and Workgroup for Parent or Child Categories. Upon clicking IMPORT LOCATION, you are redirected to the MASTER IMPORT page, where you can download the Microsoft Excel template.

To Import Location and Workgroup for Parent or Child Categories.

1. On the CATEGORY page, click IMPORT LOCATION on the ACTIONS panel. The MASTER IMPORT page is displayed.
   
   

   
   Figure: MASTER IMPORT
   
   
   

2. Click DOWNLOAD MASTER IMPORT TEMPLATE on the ACTIONS panel.

3. Fill in all the mandatory details in the downloaded Excel template and save.
   
   
   

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4. On the MASTER IMPORT page, under the GENERAL tab, upload the Excel sheet that contains the details.
   
   

   
   
   
   

5. Click SUBMIT. 
   
   

   
   
   
   

6. Click Select hyperlink. The MAPPING tab is displayed.

7. The MAPPING tab displays the list of fields with its mapping result. A table listing mapped data of the file in the Source field with the attributes in the Destination field is displayed. 

8. Select the required options if not already selected. Click NEXT.
   
   

   
   
   

9. A table listing data from the Excel sheet is displayed under the PREVIEW tab. The fields displayed on this table depends on the fields mapped on the MAPPING tab.
   
   

   
   
   

10. Click BULK UPLOAD.
    
    

SORT ORDER

Click SORT ORDER to sort the Classification and Category field values on the NEW INCIDENT  page.

CONFIGURE CUSTOMER

Select Customers to enable all the Categories for the selected Tenant. The end users associated with the Customers will have access to all the categories including the disabled Categories. 

To configure a Customer who can view all the Categories including disabled Categories:

1. Click CONFIGURE CUSTOMER on the Actions panel.

2. Type the Customer Name. Select the Customer in the list. The Customer name is displayed in the added list.

3. Click SUBMIT. The Customer is configured.
   
   

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   CONFIGURE CUSTOMER pop-up

   Figure: CONFIGURE CUSTOMER pop-up