As promised, we have released today an upgrade to categorization of Incidents and service requests. This upgrade affects both Incidents and Service Catalog service requests.
What has changed?
Incidents and Service Catalog now share the same service categories, and allow for subcategories. Categorization of both incidents and service requests is defined in the setup section.
- Create a ?Business App? category with subcategories for: ?SAP?, ?Salesforce?, ?Email? or ?ERP?. When your users submit a new Incident, they can specify both category and sub-category in the self-service portal, making it easier for your service desk team to navigate their work.
- Classify Service Catalog requests to the HR category with a sub-category of ?new employee?, ?title change? or ?401k request? - this allow your users to easily find the service they need in the Service Catalog.
- Achieve better granularity in your reporting when using categories and subcategories such as category of ?Finance? and subcategory of ?Expense reports?
Changes in the application:
- Incident Type is now called Incident Category.
- Incident index - in the incident list, select both category and subcategory as columns.
- Incident View/Edit - a new ?Subcategory? option was added.
- Setup/Portal - when ?Users can select categories? is enabled, users will be able to submit a new incident via the portal and select both category and subcategory.
- Setup/Categories - the setup section to configure categories now covers both categories for Incidents and Service Catalog. This section was previously called "Workflows".
- Setup/Service Level Management - When defining the scope of a Service Level rule, it can now be scoped to a specific category and subcategory.
- Service Catalog/Edit/Categories - the option to modify categories when editing service catalog items was now consolidated into the setup.
- Reports - The service desk related reports were enhanced to allow grouping by categories and subcategories. For example, Service level breaches, can now also be filtered by category and subcategory.