When ATG Self Service users contact support, they can select a problem category for their issue. These categories are associated with ticket queues so that the ticket that is created is automatically assigned.
Note: Be sure you have already created ticket queues to associate with the problem categories. See the ATG Ticketing Guide for Business Users for more information on ticket queues.
To create problem categories for ATG Self Service:
On the ATG Self Service server, open the ACC and navigate to Content > LogicalOrganizations.
List items of type ProblemCategory.
Click New Item.
Select and edit the
logicalOrganizationproperty.List items of type Ticket Queue. Choose one and click OK.
Enter a name for the new problem category and click OK.
