Categorizing CategorizingCategories are used for routing, reporting, and associating records with rules, scripts, and knowledge entries. Categories are enabled in sets of up to five levels; the first level is fairly general and the last level is fairly specific. You can search for knowledge entries based on incident categorization; the issue resolution can be pasted into an open incident with one click.
To select a category set, click the Category link or Categorize icon. Predefined
categories appear; expand the entries and select the
appropriate category.
If there are other work items (that are not the same work item type) that have the same categorization, the View Open Work Items for Categorization link appears for you to view and associate with the current record if applicable.
Call scripts can be associated
with specific category combinations and can contain instructions on gathering
information, a list of questions to ask, or other related items. If a
call script is associated with the selected category set, the script appears
in a dialog when the category set is selected. Follow the script, enter
responses to questions if applicable, and click OK. If enabled in configuration,
the information will be automatically entered in the Work History field.
If you need to display the call script later for reference, select View
| 
Call Script.
