The Categories section in Samanage allows you to organize your work according to categories and subcategories for incidents and service catalog items. This will align your service desk with your support process and allow you to set up custom automatic assignment rules.
You can organize your categories in a parent-child order (ex: Application Support and Password Reset). After you have defined your categories, you can have them automatically assigned to individuals or groups in your team (default assignee).
When you create a new category or subcategory, you can create a unique email dropbox for it as well. Any email sent to this address will automatically be categorized and routed to the default assignee associated with the category.
In this example, the parent category is Application Support and the child category is the Password Reset subcategory. This example is automatically assigned to the Tier Two Support group and the dropbox email that has been created will directly route incidents to the Tier Two Support group.
To view a category workflow live, check out this video: