AdminConsole > Data Management > Journals > Trouble Categories
A Ticket Category need to be added to the Trouble Categories screen once before it can be used to specify available Category combinations for each Ticket Type.
Warning
Please Note: To determine what Categories need to be added to this screen you should review all of your planned combinations of Category and Subcategories. Each unique value only needs to be created once even if it is repeated in different Ticket Type or Category/Subcategory combinations.
Description: The category name that will be displayed in Category lists when creating or adding Tickets and when viewing the Ticket.
Categories should be added before utilizing the Ticket Category Configuration screen.
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Ticket Categories provide classification for the request in order to aid initial support and ensure that the Ticket is properly routed through the organization. They also provide a quick way for users to understand the issue/request without needing to read the details of the description or journals.
Note
Ticket Categories are optional when creating a Ticket and no Categories are provided by default.
Classification schemes and their strategies for establishing types and categories will vary from organization to organization. However, they share some common goals:
They should direct further analysis, evaluation and routing, not attempt to diagnose root cause.
They should be as simple and easy to use as possible.
They should view things from a user perspective, not from a service provider or technology viewpoint.
The IDI platform allows up to three levels of Category classifications to be assigned to a Ticket.
Typical classification schemes start with the type of service or product that the Ticket is in reference to, then identify the general nature of the issue/request and finally classify the specific issue or request.
For example, Categories for a Ticket Type of Incident may look like:
Dedicated Circuit > Connectivity Issue > Unable to connect
Dedicated Circuit > Connectivity Issue > Degraded performance
Dedicated Circuit > Connectivity Issue > Intermittent disconnects
The Tickets module allows administrators to specify what combinations of categories and subcategories are available for each Ticket type.
Each category combination allows the administrator to define Escalation paths, end-subscriber visibility, as well as default values for properties such as Assigned To, Title, Description, Impact Urgency, and Priority.