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Change categories and issue categories define the logical groupings into which change orders and issues can be organized.
Note: Unlike request/incident/problem areas, change order categories and issues categories are managed separately:
You can use categories to specify default values for certain fields in tickets. You can automatically associate a level of service to tickets by assigning a default service type to categories. You can also associate a survey with a category.
For each category, you can specify attributes or qualities to be associated with the ticket and create a workflow that identifies all the individual tasks required to fulfill the ticket. By defining behaviors that are associated with the workflow tasks, you can notify key personnel when the status of the task changes or as activities close the ticket.
Whenever an analyst assigns a ticket to a category, all the information you have associated with the category is automatically entered on the ticket. For example, if you indicate a service type, it becomes associated with the ticket, and its associated service type events.
Note: For more information about defining and editing categories, see the Online Help.
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