Configuring Category

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ServiceDesk Plus Cloud MSP offers a three-level classification for requests. The classification aids in decision-making and automation. The three levels of classification are: category, subcategory, and item.

Category is the topmost level in classifying requests, with subcategory and item serving as sub-levels for the defined category.

Role Required: SDAdmin

Go to Setup > Customization > Helpdesk > Category.

Create New Category

• Click New Category to open the category form.
• Provide the Category Name (mandatory) and Description.
• Select the technician to be assigned for the newly created category from the Assign To Technician drop down. All the issues related to this category will be assigned to the selected technician.
• Click the Save or Save and Add Sub Category.

Create New Sub-Category

• Click New SubCategory
• Specify the name in the Sub Category field (mandatory) and provide a Description.
• Select the Category from the combo box. (mandatory)
• Click the Save button to save the values. You can see the sub-category getting listed under the selected category.   
• Click Save and Add Item.

Create New Item

• Click New Item
• Specify the Item name (mandatory) and provide a Description.
• Select the Sub Category for the item from the combo box. (mandatory)
• Click Save.