A category indicates the nature of the ticket raised. When a user raises the ticket, a category and its sub category is to be selected which helps in categorizing the tickets and assigning to the right person to resolve. The categories are added in the following two steps. First, navigate through the following.
Home >> Help Desk >> Categories >> + Add New
Step -1: Add a category
To add a category, please follow the steps below
Home >> Help Desk >> Category
In category, enter the following fields,
|
Field Name |
Example |
Description |
|
Organization |
Anup Fashion Ltd |
Prefilled |
|
Entity |
Anup Swadeshi Ltd |
|
|
Category |
Material Stock |
Enter the title of the category |
|
Select Head |
-- |
An employee with a role as ETH () can be selected as the Head |
|
Select assignees based on |
Roles/Employees |
Select the role or employee by which the assignee will be selected |
|
Select Role (if by assignee by Role) |
HR_Anup |
Select a role as assignee to the tickets raised related to this category. The Head can assign the ticket of this category only to this role. |
|
Select Employees (if by assignee by employee) |
-- |
Select employees as assignee to the tickets raised related to this category. The Head assigns the ticket raised to one of these assignees. |
|
Description |
-- |
Give a short description to this category |
|
Allow assignee to change the ticket priority |
-- |
If selected, the assignee can change the ticket priority. |
After filling the above fields, please click on Proceed.
Step -2: Add a sub category
Now, in the next page, add the sub categories of this category.
|
Field Name |
Example |
Description |
|
Sub Category - 1 |
||
|
Sub Category |
Stationary |
Enter the title of the Subcategory |
|
Reopen Days |
7 days |
The period within which a closed ticket can be reopened. After reopens days, the ticket cannot be reopened but instead the user can raise a new ticket about the issue. |
|
Cycle Time |
60 days |
Average amount of time it takes from ticket rising to closing the request. This is greater than the resolution time. |
|
Workflow |
-- |
Select the workflow. The workflow consists of different stages of ticket resolution. Please refer to the previous sections for work flow creation. |
|
Tickets attachment |
Required/Optional |
When raising the ticket, the user can upload an attachment pointing the issue. We can make this either mandatory or optional |
|
Move to next stage on assigning |
-- |
If selected, the stage in the workflow changes when the head assigns the tickets to assignee. |
|
Allow assignee to skip the ticket stages |
-- |
If selected, the assignee can skip the stage of the ticket. |
Similarly,
we can add additional sub categories using the option +
New Sub Category in the same page. After
creating necessary sub categories, click on Submit.