Category

ServiceDesk Plus Cloud MSP offers a three-level classification for requests. The classification aids in decision-making and automation. The three levels of classification are: category, subcategory, and item.

Category is the topmost level in classifying requests, with subcategory and item serving as sub-levels for the defined category.

Role Required: SDAdmin

Go to Setup > Customization > Helpdesk > Category.

Create Category

Click New Category. This is a mandatory field.
Enter a name for the category.
Describe the category details.
Select a technician to whom this category is assigned. All requests created with this category are assigned to the selected technician.
Select the customers who can access the category.
Select a customer to whom the category is associated with. This is a mandatory field.
Click Save or Save and Add Sub Category.

To edit/delete category, click

beside a category name.

Create Sub Category

Click New Sub Category.
Enter a name for the subcategory.
Describe the subcategory details.
Select a category where the subcategory is present. This is a mandatory field.
Click Save or Save and Add Item.

To edit/delete subcategory, expand the parent category by clicking its name and click

beside a subcategory name.

Create Item

Click New Item.
Enter a name for the item.
Describe the item details.
Select a category and subcategory where the item is present. These are mandatory fields.
Click Save.

To edit/delete an item, expand the parent category and subcategory by clicking their names, and click

beside an item name.

Tree View

Tree View provides a quick overview of the categories, subcategories, and items in the help desk. You can create new categories, sub categories, and items from the tree view.

Click to expand the tree.
Click to delete a category, sub-category, or item.

On deleting the category, all the associated sub categories & items will be deleted.

On deleting the sub category, all the associated items will be deleted.