Overview of Categories

Service request categories help identify the nature of issues reported in service requests.

For example, you can create categories to help group service requests related to hardware in one category, and service requests related to software in another category. You can then create further categories and child categories 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, you must consider the following:

• Create a list of your top-level categories.

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