1. Implementing Service Center with the Classic User Experience
  2. Manage Categories

Manage Categories

Categories can help identify the nature of issues reported in service requests. For example, categories can help group service requests related to hardware in one category, and service requests related to software in another category.

Further categories and child categories can then be created to narrow the type of service request within one of the ordered groupings.

Administrators can create categories and category hierarchies to group and organize service requests depending on their organizational needs. Before creating categories, it can be helpful to create a list of the top-level and child categories you need.
Note: By default, there is a limit of 1999 categories per business unit. If you require more categories, you can set the value in the ORA_SVC_RELAX_2K_LIMIT_FOR_CATEGORIES profile code to Yes.

To create categories, do the following:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Service Request

    • Task: Manage Service Request Categories

    The Service Request Categories page is displayed.
    Note:

    • Click Go to the new category setup and configuration page to navigate to the Categories page within the Redwood user experience.

    • You can also work with the Categories page within the Redwood user experience, by navigating to Home > Service > Service Request Categories (quick action). This page is extensible, so you can add custom fields. You can move child categories between different parents, and promote child categories to a parent level. Also, you can use different attributes to search the categories.

  2. Create a top-level category:

    1. Click the Create Category drop-down list, and then select Create Top-Level Category.

    2. Enter a name in the Category Name field.

    3. Enter a unique Category Code. It must be unique across all business units (BUs) and application stripe.

    4. Specify if the category must be active, by selecting the Active check box.

    5. Click Save.

    6. From the Business Unit Name drop-down list, select the BU to which you want to associate the category.

      By default, the BU that's set in the scope is displayed. However, you can change the BU.

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

  3. Create child categories:

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

    2. Click the Create Category drop-down list, and then 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 BUs and application stripe.

    5. Specify if the category must be active, by selecting the Active check box.

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

    6. Click Save.

    7. 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.

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