Knowledge

General screen -> Prefix Settings screen -> Email Template screen -> SLAs Menu -> KPIs Menu -> Work Flows Menu -> Categories Menu -> Tickets Menu

  Ø The Categories screen is used to create and manage categories.

  Ø The data at this screen will be used for the Tickets menu screen

  Ø The status of the Category will allow  the Category to be displayed at the Ticket screen for use

  Ø Category default is used to allow the default Category to be selected for Department. If  after filtering  the condition by Tag, there is  no desired  result, the system will select the department's default  Category to matchn Category. For example: A department has 2 categories, customers create Tickets with Subject as Service. The system compares the Subject with the Tag of the Category, if the  results do not match,  it will take the default Category of the department

1. Create a Category

- Step 1: Click the Categories -> Select the Add function present in the screen

- Step 2: The system  will display   the Add Category -> Enter the necessary data -> Then click Save to save the operation or select Close to close the screen and cancel the operation just performed

*Explanation:

  o   The Category Code field will display the corresponding Category code. The data at this field is taken from the settings at the Prefix Settings screen

  o    The Category Name field is used to enter the name of the Category

  o    The Type field has 2 options: Public and Private

·        If you select Public, you will display the admin and customer when creating the ticket

·        If you select Private, only display the admin side

  o   The Priority field is used to select the priority of the Category. This level will be displayed for the Ticket when the Ticket selects the corresponding Category

  o   The WorkFlow field is used to select the corresponding Work Flow (ticket processing process) of the Category. The data at this field is taken from the setting of the WorkFlows screen

  o   The Service Level Agreement field is used to select the corresponding SLA (ticket processing time) of the Category. The data at this field is taken from the setting of the SLAs screen 

  o   The Department field is used to select the Ticket processing department in this Category.  Data from HR Records' Org Chart screen

  o   The Tag  field is used to enter content. This content will automatically compare with the Subject and the content of the email to find the corresponding category for the Ticket (used for the automatically generated ticket of  the  Scanned Mail screen)

2. Edit Category

Select the Categories menu -> Select the Edit function present in the screen corresponding to the data stream to be edited

3. Delete Category

Select the Categories -> Select the Delete function present in the screen corresponding to the data stream to be deleted