Hiding Incident Categories From SSP Customers

If you have configured Incident categories for internal use, these categories should not be visible in the Self Service Portal. Unlike public categories, they are intended only for IT staff use.

To hide Incident categories from SSP customers, follow these steps:

1. From the Sidebar, navigate to Workflow and Business Logic > Service Desk > Incidents > Classification > Categories.
2. Select one or more categories to hide, right-click the selected area, and choose Mark as Internal from the pop-up menu.

NOTE: Hiding a parent category does not automatically hide its children. You should select each subcategory individually to hide them as well.

NOTE: You can “publish” internal categories by selecting Mark as Public from the pop-up menu.

You can also mark a category as hidden when you create it.

INFO: For details, see Adding Categories or Modifying the Hierarchy of Categories.