Request categories
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 organization’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.
🛈 Note
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.
🛈 Tip
Looking for a more flexible way of organizing 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.
🛈 Note
If this option is not visible, you have insufficient rights for this function. Contact your system administrator for more information.