Completing Category Basics Completing Category Basics
Entry |
Enter the category name. |
Available to mySupport |
Select this checkbox to enable the category to appear on the mySupport portal when a customer submits an incident. Note: All preceding category levels must be available to end users in order for this checkbox to appear. When this checkbox is enabled for a category, an asterisk appears next to the category in the Categories Configuration screen. You can also enable mySupport portal access to the current category and/or all lower levels if you right-click on the category in the category tree on the left.
|
mySupport Image |
Select the image to display next to the category on the mySupport navigator. |
Call Script |
Enter the script to display when the category combination is selected in the Incident, Problem, or Change screen. The script dialog will be editable if the Automatically Place Call Scripts in Work History field is enabled on the Incident Fields tab in the Incident Management Basics screen. For consistency in presenting editable scripts, add a few spaces to the end of a script to easily distinguish between questions and answers. When a script is enabled for a category, a (Script) notation will appear next to the category in the Categories Configuration screen. |
| Automatic Knowledge Match | Select On to display of all matching knowledge entries in the view window at the bottom of the screen when a category is selected for an incident, problem, or change. A Capture Solution link will be included to display . Example Entries will appear for every level of the category set for which automatic knowledge search is enabled. |
Approval Cycle |
If
approvals are enabled, select the approval cycle to associate
with the category. The rule group in effect for the incident or
change (if enabled) can control whether approvals are required
and how approval cycles are applied. You can use the Create New
|
| Incident Rule Group | Select
the incident rule group to associate with the category, to be
applied when the category is selected for an incident. (Note that
if an incident template or hierarchy template selected for the
incident has a rule group, it will override any other rule group
that may be associated with the incident’s customer, category,
or company. A setting in configuration determines specify what
will take precedence if an incident’s customer and categorization
both have a rule group.) You can use the Create New  and View/Edit 
icons to access the Rule
Group screen. |
Change Rule Group |
Select
the change rule group to associate with the category, to be applied
when the category is selected for a change. (Note that if a change
template or hierarchy template selected for the change has a rule
group, it will override any other rule group that may be associated
with the change’s customer, category, or company. A setting in
configuration determines what will take precedence if an change’s
customer and categorization both have a rule group.) You can use
the Create New |
Problem Rule Group |
Select
the problem rule group to associate with the category, to be applied
when the category is selected for a problem. You can use the Create
New |
Knowledge Rule Group |
Select
the knowledge rule group to associate with the category, to be
applied when the category is selected for a knowledge entry. You
can use the Create New |
