All requests belong to a category, and each category has its own rules that define how requests are processed in the system.
Typically, the higher-level categories will correspond to the organisation's departments, while subcategories will correspond to areas of responsibility and/or logical structures within a department. Subcategories could also be the products that the company sells.
For example, main categories for User Support, Development, Sales and Invoicing - and subcategories in these for each of the products that are sold.
The term category is also used for company categories. See Lists.
Users can be added as members in the categories individually or via the user groups they belong to.
Looking for a more flexible way of organising your request? Try using tags in requests.
Where can I find the request categories?
- In Settings and maintenance, select Requests in the navigator and then the Categories tab.
The categories are arranged in a tree structure.
If this option is not visible, you have insufficient rights for this function. Contact your system administrator for more information.