Incident Settings – Category Settings
This settings page will let you define categories and sub categories for created incident types. Select the incident type and click Add New to create a category. Click Add New under a category to create a sub category. Click the Edit button next to a category or sub category to add further details such as help text, priority, severity, and select a task list to be attached to it. The task list is used within the Tasks object (if included in the workflow) and can be used to auto populate a list of tasks for events of a particular category.
Filter categories by a particular incident type, by selecting the 'Incident Type' from the dropdown at the top.
To expand the list of categories and sub categories, click on the Expand All button and to collapse the list, click on the Collapse All button at the top-right corner of the page.
To add a new category:
STEP 1: If the category falls into an incident type, select the 'Incident Type' from the dropdown, if it's a general category do not select an 'Incident Type' from the dropdown.
STEP 2: Click on the Add New button.
STEP 3: Enter a category name and click the save icon next to it.
Note: The category name is limited to 100 characters.
To add a sub category to a category:
STEP 1: Click on the + button to expand the category you wish to add the sub category to.
STEP 2: Click on the Add New button.
STEP 3: Enter a sub category name and click the save icon next to it.
To enter more details for a category or sub category:
STEP 1: Click on the edit icon placed at the end of the category/sub category name.
STEP 2: In the opened 'Category Details' page, enter 'Category Help Text' details to be displayed, select the 'Priority' from the dropdown, select the 'severity' by clicking on the Select button.
Notes:
If a category that does not have a predefined priority or severity, is added in the Incident Object Category field, then the user entered priority and severity should not be cleared.
The category help text is limited to 4000 characters.
STEP 3: Select a Task list from the dropdown that this category/sub category is to be attached to and click the New button next to it, to add the task list. See Incident Tasks section below, for viewing and adding tasks.
STEP 4: Tasks created in the 'Incident/Event Task' section will list in a task grid to denote details of tasks: task name, mandatory/optional state, start/end date/time, timeframe, status, comments.
Pre-configured 'mandatory' tasks with be displayed in read-only checkboxes, while pre-configured 'optional' tasks will have editable checkboxes under the 'Mandatory' column. Tasks marked as 'optional' maybe changed to 'mandatory' by selecting the checkbox if required.
These tasks can be removed if needed, by clicking on the Delete button at the right corner of each task.
STEP 5: Click the Save button at the top-right corner of the page to save details.
To edit the name or delete a category/sub category:
STEP 1: Click on the category/sub category name.
STEP 2: Click on the save icon to save name, or 'delete' icon to delete the category/sub category.
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