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Table of Contents
Support categories
Menu: Settings→ Support categories
You can administrate the Support categories under this menu settings. It is possibly to add new Support categories and edit existing ones.
Create a new Support category
Click on the 
New Symbol in the I want to-Panel (on the right side),to create a new Support category. A new window with an editing mask will appear:
A short description about each field:
| Category name | Here you can edit any name for a category. This name will appear in the category tree. |
|---|---|
| Priority | Drop down list of all stored priority groups(in the system) are listed(→ Priority groups). For every Incident that is going to be created in this Support category, you can select one of the stored priority groups. |
| Solution classification group | Drop down list of all stored solution classification groups in the system. When you found a solution for an Incident then elements of the selected solution classification group will be displayed in a list field. They serve the purpose for further specification of the solution. For further information please refer to solution classification. |
| Business hour group | Drop down list of all stored business hour groups in the system. Is automatically filled in with “Standard”. |
| Create Incident KBA | If this box is not set, then the color of the folder will change and Incidents can not be created in this support category. This does not apply to the sub categories. |
| Send customer Emails | Only when this box is set will a customer receive an Email about a new Incident in this support category. |
| Send survey Emails | If this box is set, then a survey Email will be send to the customers after the Incident has been closed. |
| Send escalation Email | If this box is set, then the system sends escalation Emails to the Email dispatcher for escalated Incidents of this category (only applies to escalation level 1&2, but not overdue Incidents) |
| Email sender address | You can enter here an Email address that will be used as an Email sender address for Incidents of this category. You can enter more than one Email address but you have to separate them by a semicolon.The first Email address will be used by system generated Emails. When you send Emails manually, then you can select between all stored Email addresses. |
| Default recipient for new e-mail | You can select option witch recipient will be preset for new e-mails from ticket. The default option is “Communication about Case” which will consider the setting from ticket (mostly set to customer). The option “Custom” will use the address from “Default recipient e-mail address” as preset. The option “Empty” will use an blank preset. |
| Default recipient e-mail address | Define which e-mail address will be preset when the option “custom” is selected. |
| Enable escalation | The escalation service for this category is activated, when you select this box. An escalation only takes place, when an Incident has not been processed in a given time period. The escalation time is stored in the priorities menu setting |
| Level1 recipient list | List for the recipients of level 1. At least one Email address has to be entered, when the escalation service is activated. You can also enter more than one Email address but you have to separate them by a semicolon. |
| Level2 recipient list | List for the recipients of level 2. At least one Email address has to be entered, when the escalation service is activated. You can also enter more than one Email address but you have to separate them by a semicolon. |
Copying support categories (available with version 5.0.1)
The function copying support categories includes the two single parts
- Copy Category
- Copy Category including Subcategories
The function “Copy Category” dublicates the selected support category without copying subcategories if there are any. By contrast the functionality “Copy Category including Subcategories” clones the selected support category including all its subcategories.
Connection between CIs and Support categories
In order to connect a CI with category, you first have to select a category from the tree (on the left side); The data of this category will be displayed on the right side. You have to change to the CI tree via the tap“CMDB” (category tree) after the data is loaded. Here you can select or mark the CI that you would like to connect. In order to save the connection you just have to click on the 
Savesymbol.
Assign Support Teams
Any given number of Teams can work for a category which are assigned via the following mask:
You can find all available Support Teams on the left side. You can assign one or more Support Teams for each Support category.
To add a Support Team to the assigned support Team column, you just have to select a Support Team in the left column (available Support Teams) and then click on the right arrow button (
). The Support Team will be displayed in the assigned Support Teams column.
To assign all available Support Teams to a certain category you have to click on the double right arrow button (
). All Support Teams will be displayed in the (assigned Support Teams) column. For this, you do not have to select a category on the left side.
Remove Support Teams
You can find all Support Teams,which are assigned to the category, are on the right side (zassigned Support Teams) .
To remove a Support Team you just have to select a Support Team and click on the left arrow button (
). The selected Support Team will be removed from the right side.
To remove all Support Team you just have to click on the left double arrow button(
). For this, you do not have to select a category on the right side.
Save a Support category
In order to save a Support category,you just have to click on the Floppy disc-symbol in the Toolbar ( Save).
<note important>Attention: If you change the category without saving your changes beforehand, then all changes will be lost!</note>
When you click on the Save and apply to subcategories icon in the I want to panel, then all settings of the current category will be applied to the subcategories. This refers also to all fields as well as the arrangment of the Support Teams
Delete a Support category
In order to delete a Support category you have to click on the waste bin 
( Delete) on top of the toolbar. The Support category will be deleted afterwards. The sub categories will be deleted as well.
Note: You can select a new category for all Incidents and Knowledge Base Articles when deleting a category.
After clicking “delete” you are prompted to choose a new category to which all Incidents and Knowledge Base Articles will be moved.
You can also delete a category even if the category does not have any subcategories or when an Incident/ KBA is still assigned to it. You can move the Incident/KBA to a category of your choice.
Move a Support category
In order to move a Support category, you first have to select a Support category in the category tree:
You just have to use the drag and drop function to move the category to a different place in the tree.
In the case that you would like to move a category to a higher level you can alternatively select a category from the category tree and move them to the top via the Move to category root icon in the I want to panel.
