Creating Problem Categories and Assigning Ticket Queues

When 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.

To create problem categories for Self Service:

  1. On the Self Service server, open the ACC and navigate to Content > LogicalOrganizations.

  2. List items of type ProblemCategory.

  3. Click New Item.

  4. Select and edit the logicalOrganization property.

  5. List items of type Ticket Queue. Choose one and click OK.

  6. Enter a name for the new problem category and click OK.

    Restore to Defaults affects configurations differently depending on the screen from which it is used.

    Configuration Screen

    Effect of Restoring Defaults

    Default Settings main configuration screen
    (number 1 in the diagram above)

    The Restore to System Defaults control will return all configurations for the Default Settings site to the state they were in when you installed ATG Service.

    This control will affect configurations for individual Self Service sites that you have not overridden. It will not affect site settings that are overridden.

    Default settings individual configuration screens
    (number 2 in the diagram above)

    The Restore to Defaults control will return all configurations on the configuration screen to the state they were in when you installed ATG Service.

    This control will affect the corresponding configuration screens for individual Self Service sites. It will reset configurations that you have not overridden. It will not affect site settings that are overridden.

    Site main configuration screen
    (number 3 in the diagram above)

    The Restore to Defaults control will return all configurations for the Self Service site to the corresponding values in the Default Settings site.

    Site individual configuration screens
    (number 4 in the diagram above)

    The Restore to Defaults control will return all configurations on the configuration screen to the corresponding values in the Default Settings site.

    This control will not affect any other configuration screens for the site.

    Site individual configuration screens when a user segment is selected (not shown in the diagram).

    The Restore to Defaults control will return all configurations to the corresponding values for the site itself.