Configuring Category for PM

Owned by Enterprise IT
Apr 23, 2024

SummitAI Service Management Help

Problem Management

What is a Category?

A Category is a group, representing the type of a Problem Record (PR). The PRs raised by Problem Managers or users with required access are grouped based on these Categories and assigned to respective Analysts to provide a solution to the PR . You can add and modify Category details for a Tenant.

To configure Category:

  1. Select Problem > Configuration > 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

Note

  • The Green color indicates default Category.
  • The Red color indicates inactive Category.
  • The Yellow color indicates new Category.
  • Before Category name, the Category ID associated with every configuration is displayed.

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

  • Create Root Node: Click this option to create a new Root Node/Category. A new Node/Category is created at the top of the configured Node list.
  • 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.
  • Rename: Click this option to rename a Node/Category.
  • Deactivate : Click this option to deactivate a Node/Category.
  • Set as Default: Click this option to set a Node/Category as Default Node/Category.


 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.

Note

When the expanded Category list are displayed under the DETAILS section, the COLLAPSE ALL action is displayed on the ACTIONS panel. Click COLLAPSE ALL to collapse the Category list.