Define Change and Issue Categories for Self-Service

You can use the Self-Service Include option to define which change and issue categories to include on tickets for self-service. You can also define different self-service symbols than the ones viewed by the analyst. When the ticket is saved, the self-service symbol appears in the Change (or Issue) Category field. If the ticket displays in the analyst interface, the normal symbol for the category appears.
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You can use the Self-Service Include option to define which change and issue categories to include on tickets for self-service. You can also define different self-service symbols than the ones viewed by the analyst. When the ticket is saved, the self-service symbol appears in the Change (or Issue) Category field. If the ticket displays in the analyst interface, the normal symbol for the category appears.
Follow these steps:
  1. On the Administration tab, select Service Desk, Change Orders (or Issues), Categories.
    The Category List page appears.
  2. Select Edit In List.
    The top portion of the page displays the editable fields.
  3. Select the desired category from the Symbol list.
  4. Complete the following fields:
    • Self-Service Include
      Specifies whether this category is shown in the self-service interface.
      Default: Yes
    • Self-Service Symbol
      Specifies a unique identifier for this category in the self-service interface.
    • Active
      Specifies whether the category is active or inactive.
    The category is defined for self-service.
  5. Click Save.
    The updated category appears in the Change (or Issue) Category List when you redisplay the list.
Change Category Fields
The following fields appear on the Create Change Category, Change Category Detail, and Update Change Category pages:
  • Symbol
    (Required) Defines an identifier for the category. This is a required field.
  • Code
    (Required) Defines the internal code for the category. This is a required field.
  • Type
    Defines the level at which change orders are implemented within an organization.
  • Record Status
    (Required) Indicates whether this database record is active or inactive. You can select a value from the drop-down list.
  • CAB
    Specifies the group that is responsible for reviewing Requests for Changes (RFCs). The CAB provides multiple perspectives necessary to ensure proper decision making about implementing changes. The CAB can include members from the application team, development manager, component owner, QA, support, and any additional parties deemed necessary. You can enter the value directly or click the search icon to search for the group.
  • Organization
    Identifies the company, division, or department that is associated with the change category. Enter a value directly or click the search icon to search for an organization.
  • Group
    Identifies the group that is responsible for the record. Your system administrator defines groups of contacts that are responsible for different types of issues, requests, incidents, change orders, and so on. Any individual contact assigned to the group can handle the task once it is assigned to the group. Enter a value directly or click the search icon to search for a group.
  • Assignee
    Identifies the person assigned to the record. Enter a value directly or click the search icon to search for a contact.
  • Service Type
    Defines the level of support service received by the contact affected by the change order. For example, some users may have contracted for 24-hour support, while others might receive on-site training. Enter a value directly or click the search icon to select a defined service type.
  • Survey
    Identifies the defined survey associated with this record. Enter a value directly or click the search icon to search for a survey.
  • Risk Survey
    Indicates the defined risk for change orders associated with change categories.
  • Children Allowed
    Allows change orders assigned to this category to have subordinate issues. Organizes issues into a hierarchy of parent-child relationships to divide large issues into smaller, more manageable issues.
  • Self-Service Include
    Displays this category in the self-service interface.
  • Self-Service Symbol
    Defines a unique identifier for this category in the self-service interface.
  • Description
    Gives a detailed description of the record.
  • Last Modified Date
    Displays when the record was last modified, in the time zone of the server. This field is read-only, and is filled automatically each time the record is updated.
  • Last Modified By
    Displays the name of the contact who last updated this record. This field is read-only, and is filled automatically each time the record is updated.
  • Service Contract
    Identifies the service contract name associated with this record.
Add Properties to Change Categories
Properties are characteristics or attributes of tickets that are affected by the area or category the ticket is assigned to. For example, when you assign a change order to a change category, the properties associated with that category are assigned to the change order automatically.
To add properties to a change order category
  1. Click CA SDM, Change Orders, Categories on the Administration tab.
    The Change Category List page appears.
  2. Select the category to which you want to add properties.
    The Change Category Detail page appears.
  3. On the Properties tab, click Add Property.
    The Create New Property Template page appears.
  4. Complete the fields as appropriate.
    Properties that are defined without validation rules are presented as freeform text fields, which allow the user to enter any text string. To limit the property values to selections from a predefined set, you can specify validation rules.
  5. Click Save.
    The Change Category Detail page lists the new property on the Properties tab.
Category Property Fields
The Properties pages allow you to define, view, and edit custom properties for an Area or Category.
The following values on the Properties pages are not self-explanatory:
  • Sequence
    Defines the order in which properties appears on the Properties tab of the tickets assigned to this Area or Category. The property with the lowest sequence number is listed first.
  • Active
    Specifies whether the property is active or inactive.
  • Value Required
    Indicates whether a value must be entered for this property on tickets assigned to this Area or Category. If selected, the word Yes appears in the Required column when this property is listed on the Properties tab of a ticket.
  • Validation Rule
    Indicates the name of a rule that has been defined to validate user-entered values for this property. Enter the validation rule name directly or click the search button to search for a validation rule.
  • Label
    The name of the property as it appears on the Properties tab.
  • Examples
    Examples of appropriate values for the property. For example, if a freeform text field is intended to contain information about a network type, this field might include LAN, WAN, and SAN as example values. These examples appear on the ticket to provide guidance for entering the actual property value.