Categories

Categorization of a ticket is usually done by the dispatcher before authorization. Categories can be graded as desired in INETAPP. Different sub-levels can be specified for a level. For example, the first level can contain "Software" the second level "Microsoft", "Oracle" and "SAP R3". Now, in the third level, in the case of Microsoft, it would be possible to have, e.g. "Word", "Excel", "Outlook" and "other programs".

The following should be considered when creating categories:

  • The name of a category must be less than 50 characters.
  • Once a parent category has been defined, it cannot be changed again. The node must then be deleted.
  • Deleting a category entails deleting all its subcategories.
  • Renaming a category results in the new name being updated in existing tickets as well.

Note: If a category has been deleted and created again with the same name, or path, these two categories are not identical and will be listed independently in reports or the ticket list for example.

Automatic resource assignment

Each category can define a resource. If the category is applied to a ticket, this resource will be set automatically. It should be noted that no resource has been set on the ticket beforehand.

The following rules apply in the order:

  1. Category of the ticket
  2. Member of a user group

First, it is checked whether the ticket has a category. If a resource is assigned for this category, then this resource will receive the ticket, regardless of any setting that may apply to the user in a user group.

If no category has been selected, the check is made for membership of the user in a user group. If a resource has been assigned for that user group, that resource will automatically be assigned the request.

Example: All employees of Department A are in the user group Telephone Support, whose requests automatically go to a resource that provides phone support only. However, the subcategory "Error - telephone system" should be authorized to the experts of the technical department. If an employee makes a request and selects "Error - telephone system" as a subcategory, the ticket will be processed by the experts. In case of no category or any other category, the ticket will be given to the resource that is exclusively responsible for Telephone Support.

Note: If a parent category has a resource set, but the subcategory does not - then, when the subcategory is selected, the parent category's resource is applied automatically. In the overview of the categories configuration this resource is displayed.

Sender email address

An email address that is attached to this category. It will be used only for sending emails from tickets that have this category applied and if it is configured in the Sending emails configuration.

Do not show to end user

End users can have the Category field displayed in the ticket list via dialog modifications of the desktop application ("Settings - Options" menu, "Order data" node). The category can also be declared as a mandatory field there.

In order not to overwhelm the end user with a large number of categories and subcategories, only individual categories can be enabled and the rest be hidden with this option.

Note: If this option is active for a category, then none of the associated subcategories will be displayed to the user.