1. Implementing Case Management
  2. Manage Parent and Child Service Request Categories

Manage Parent and Child Service Request Categories

Use the Service Request Categories setup page to move child categories between different parents, and promote child categories to a parent level. Also, you can use different attributes to search the categories.

Here's how you create service request categories:

  1. Navigate to Home > Service > Service Request Categories (quick action).

    The Categories page is displayed. This page is extensible, so you can also add custom fields.

  2. Create a top-level category:

    1. Click Create.

      The Create Category dialog box is displayed, with the Create Top-Level Category option selected.

    2. Enter a name in the Category Name field.

    3. Modify the Category Code, if needed.

    4. From the Business Unit drop-down list, select the business unit (BU) to which you want to associate the category.

      The Business Unit field is displayed only if the HZ_ENABLE_MULTIPLE_BU_CRM profile option is enabled. By default, the BU that's set in the scope is displayed. However, you can change the BU.

    5. Specify if the category must be active, by using the Active switch.

      The Active switch is enabled by default.

    6. Click Create.

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

  3. Create child categories:

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

    2. Click Create.

      The Create Category dialog box is displayed.

    3. Select the Create Child Category option.

    4. Enter a name in the Category Name field.

    5. Modify the Category Short Name, if needed.

    6. Specify if the category must be active, by using the Active switch.

    7. Click Create.

    8. 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.

Here's how you update existing service request categories:

  1. From the categories list, select the child category you want to update, and then click Update.

    The Update Category dialog box is displayed.

    • To make a child category a parent category, use the Promote to Top-Level Category switch.

    • To move a child category to a different parent category, select a new category from theParent Category Name drop-down list.

    • To modify the parent or child category name, update the name in the Category Name drop-down list.

    • To set the category as active or not, use the Active switch.

  2. Click Update.

Here's some other tasks you can do:

  • To see only the active categories on the page, use the Show Active Only switch.

  • To search for a category, specify the search criteria under the Search Categories section, and then click Search Categories.

  • To delete a category, select the category and click Delete.