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Administrator Guide

Vision Helpdesk Incident Category Settings

Nupur Patil Apr-9th, 2019 17:15 0 0

Incident category

The incident category can help you to group, auto-assign Incidents based on the category they belong to like Hardware, Software, Service, etc.

Note: You can enable Incident category, sub-category and item for Manage portal and Client portal from Settings/Module/Incident/Incident Category, sub-category and item.

Path: Settings >> Module Properties >> Categories


By default, there are two Incident categories:

- Software: If the Incident is related to Software then you can select this category.

- Hardware: If the Incident is related to Hardware then you can select this category.

Software Incident category cannot be disabled or deleted but you can edit it.


Add Incident Category

Title: The name of the type should be specified here.

Access: There are two types of accesses that can be assigned for the particular Incident category:

- Public: When public access is selected then it will be visible to both staff and the clients.

- Private: When private access is selected then it will be visible only to the staff members.

Display order: If there are many Incident categories available then sorting for the type listing can be done from display order. Incident category gets sorted as per the display order of the type specified.

Module access: It consists of the module that will have access to the particular Incident category. More than one modules can be selected.

Status: It is possible to enable or disable a particular Incident category. If any of the Incident categories is disabled then it will not be used by the system.

Add: Once you click on add, the new department will be added to the system.


Incident Sub-category

Incident Subcategory can help you to add subcategories to the main categories.
For eg: Let suppose you are having a category as “Software” and you want to add a subcategory as “Microsoft”

Add Incident Sub-Category:

Title: The name of the type(Microsoft) should be specified here.

Access: There are two types of accesses that can be assigned for the particular Incident category:

- Public: When public access is selected then it will be visible to both staff and the clients.

- Private: When private access is selected then it will be visible only to the staff members.

Category:
Here you can select the category (Here it will be Software) for which you want to add the sub-category(Microsoft).
Display order:
If there are many Incident categories available then sorting for the type listing can be done from display order. Incident category gets sorted as per the display order of the type specified.
Status:
It is possible to enable or disable a particular Incident category. If any of the Incident categories is disabled then it will not be used by the system.

Add: Once you click on add, the new department will be added to the system.


Item

Item is the third level of the dependent field after category and sub-category.
For eg:
We have added 

                           Category: Software

                           Sub Category: Microsoft

                           Item will be: Photoshop/Powerpoint/Excel.

Add Item:

Title: The name of the type(say “Powerpoint”) should be specified here.

Access: There are two types of accesses that can be assigned for the particular Incident category:

- Public: When public access is selected then it will be visible to both staff and the clients.

- Private: When private access is selected then it will be visible only to the staff members.

Sub-Category:
Here you can select the sub-category(Microsoft) for which you want to add the item.
Display order:
If there are many Incident categories available then sorting for the type listing can be done from display order. Incident category gets sorted as per the display order of the type specified.
Status:
It is possible to enable or disable a particular Incident category. If any of the Incident categories is disabled then it will not be used by the system.

Add: Once you click on add, the new department will be added to the system.

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