How do I manage help desk request categories and product usage groups?

Help Desk request categories can help identify the nature of issues reported in help desk requests.

For example, categories can help group requests related to General HR in one category, and requests related to Benefits in another category. Further, categories and child categories can be created to narrow the type of request within one of the ordered groupings.

Administrators can create categories and category hierarchies to group and organize requests depending on their organizational needs. Before creating categories, do the following:

• Create a list of your top-level categories.

• For each top-level category, create a list of child categories.

To create help desk request categories, follow these steps in Setup and Maintenance:

• Offering: Help Desk

• Functional Area: Help Desk Request

• Task: Manage Categories for Internal Help Desk Requests or Manage Categories for HR Help Desk Requests

Create a top-level category:

1. In the Create Category list, select Create Top-Level Category.

2. Enter a name in the Category Name field.

3. Specify if the category must be active, by selecting a value in the Active drop-down list.

4. Enter a unique Category Code for the category.

   Note: Category code must be unique across all Business Units and Application stripe.

5. Create additional top-level categories, as needed.

Create child categories:

1. In the Categories list, select the top-level category for which you want to create child categories.

2. In the Create Category list, select Create Child Category.

3. Enter a name in the Category Name field.

4. Enter a unique Category Code. It must be unique across all business units and application stripes.

5. Specify if the category must be active, by selecting a value from the Active list.

   The Business Unit Name column displays the BU associated with the top-level category.

6. Create additional child categories, as needed.

   The child categories appear indented under the top-level category.

   Note: You can set the BU only for the top-level category. The BU on the child categories is automatically set based on the BU of the root category.

Product Usage Groups

Similar to categories, products can also help narrow down service request issues in Help Desk. For example, products can be Payroll Application or Benefits Application. To set up products, use the Manage Product Group Usage setup task in the Setup and Maintenance work area and add products for the Help Desk category.