Adding a Ticket Category Row & Settings
Last updated
Last updated
Select the ‘+’ button on the top right of the page of a Ticket process in edit mode to bring up the Ticket Category menu.
Select a level 1, then 2, then 3 category from the list of available categories on the left-hand side.
Selecting any Level 1 category will select all of its Level 2 and 3 child categories. Selecting any Level 2 category will select all of its Level 3 child categories, as well as its parent Level 1 category and display. Selecting any Level 3 ticket categories will select its parent Level 1 and 2 categories.
Your selected categories will then be displayed on the right hand side.
Clicking on the ellipsis of a ticket category will show you options to edit and delete the category. The Show Activity button lets you see the activity history of the category - you can see when the category was created and by who and you can see if any subsequent edits have been made, when they were made and by who.
To create a new Ticket Category, click on the '+' icon underneath the existing Ticket Categories and give it a name.
Note: the system will not allow you to add the same category combination twice in the same Ticket process and you can only add a maximum of 500 Ticket Categories per Process.
When you are creating or editing a tier 3 ticket, you will be able to set an initial estimated effort per record timer and chose if you want the record count to be visible to Work Manager users working on that ticket. You will also be able to write a record count description that will be displayed for the Work Manager user. While the description is optional, it is recommended that you write one as it can make clear to Work Manager users how to use the record count.
Select one or more rows in the grid with the checkboxes in the leftmost column, click on the trashcan icon in the bottom right section to delete.
