Service categories help organize and classify tickets, projects, and tasks for triage, routing, and reporting.
Each category can contain multiple sub-categories, and each sub-category can have a severity level.
For example, an Application category can contain sub-categories such as Adobe, Antivirus, Browsers, Office, and Printers.
Service categories replace the previous Type and Subtype classification model.
Open service categories
Open Control Center.
Go to Service Desk > Service categories.
The Service categories page displays:
Category name
Number of sub-categories
The item types the category applies to
Sub-category severity
Search and filter options
Create a service category
Click + Category.
Enter the Category name.
Under Type, select where the category should be available:
Tickets
Projects
Tasks
Click + Sub-category to add one or more sub-categories.
Enter the sub-category name.
Select its severity.
Add additional sub-categories when required.
Click Create.
A category can apply to more than one item type.
Choose where a category applies
Each category includes an Applies to section.
You can make a category available for:
Tickets
Projects
Tasks
A selected item type is shown with a checkmark.
To add another item type, select the corresponding + Tickets, + Projects, or + Tasks option.
This allows the same category structure to be reused across different Service Desk records when appropriate.
Add a sub-category
Sub-categories provide a more specific classification under a category.
To add one:
Locate the required category.
Expand the category.
Click + Sub-category.
Enter the sub-category name.
Select the severity.
Save the change.
The sub-category count shown beside the category name updates automatically.
Configure sub-category severity
Each sub-category can have one of the following severity levels:
Critical
High
Medium
Low
The default severity is Low.
Severity provides an additional classification that can be used when evaluating and triaging work associated with the sub-category.
You can update the severity directly from the dropdown shown beside each sub-category.
View sub-categories
Click the expand icon on a category to view its sub-categories.
The expanded section displays:
Sub-category name
Severity
Click the collapse icon to hide the sub-category list again.
Use service categories on tickets, projects, and tasks
When a category is enabled for an item type, it becomes available when classifying that item.
The user first selects the Category, followed by the applicable Sub-category.
This provides a consistent classification model across the Service Desk and helps improve:
Triage
Reporting
Routing
Work analysis
Important notes
Categories represent broad service areas.
Sub-categories provide more specific classifications within a category.
A category can apply to Tickets, Projects, Tasks, or a combination of them.
Severity is configured at the sub-category level.
Available severity values are Critical, High, Medium, and Low.
New sub-categories default to Low severity.
Categories and sub-categories replace the previous Type and Subtype terminology.
Removing a category from an item type prevents it from being used for that type going forward.
Troubleshooting
A category does not appear on a ticket, project, or task
Confirm that the required item type is enabled under Applies to for the category.
A sub-category does not appear
Confirm that:
The correct category is selected.
The sub-category exists under that category.
The parent category applies to the current item type.
The wrong severity is shown
Open the category, locate the sub-category, and select the correct value from the Severity dropdown.
A category cannot be created
Confirm that:
A category name has been entered.
At least one applicable item type is selected.
Required sub-category information has been completed.
For assistance, contact DeskDay Support at [email protected].