Adding Categories

Categories can be organized in a parent-children hierarchy. To add a category (or subcategory):

  1. From the Sidebar, navigate to Workflow and Business Logic > [Module] > [Object Class] > Classification > Categories.
  2. Click New > New (or New Subcategory). The New [Object Class] Category dialog box opens.
  3. Type a value.
  4. For Incident Categories: If you are creating an internal category for technicians working with Incidents, it does not need to be visible to Self Service Portal customers. In such case, clear the Available in the Self Service Portal check box.

    INFO: For details, see Hiding Incident Categories From SSP Customers.

    INFO: You should keep the Active check box selected.For details, see Enabling or Disabling Lookup List Values.

  5. For Activity Categories: By default, activity records are read-only. If you want to give users the ability to modify and delete activities of this category, clear the Read-only check box.

    NOTE: To be able to modify and delete activities, the user must also have the Manage Activities security permission for a particular object class. For details, see Controlling Access to Objects.

  6. You may want to be able to filter out some categories when displaying this drop-down list to technicians as they perform certain steps within workflow. In this case, tag the item: click Manage in the Tags section and specify tags associated with this item.

    INFO: For details, see Tagging List Items.

  7. Click OK.