Default Categories for Incidents and Default Classifications for Problems

ServiceDesk uses categories to classify incidents and route them to the appropriate incident technician or group queue. The person that creates the incident can select a category for that incident. The category also helps sort incidents for reports. ServiceDesk also uses classifications to classify problems. During the initial problem analysis, the problem analyst can select a classification for the problem.
ServiceDesk contains predefined incident categories and problem classifications, which can be used immediately or edited to meet your organization’s requirements.
Default categories for incidents and default classifications for problems
Main category or classification
Category or classification level 2
Category or classification level 3
Hardware
Desktop
  • Backup
  • Disk
  • Memory
  • Network
  • Office
  • PC Personality
Hardware
Drive
N/A
Hardware
Handheld
  • Can't Sync
  • Other
Hardware
Keyboard
N/A
Hardware
Monitor
N/A
Hardware
Mouse
N/A
Hardware
Notebook
  • Backup
  • Disk
  • Docking Station
  • Employee
  • Fax
  • Machine Discovery
  • Memory
  • Modem
  • Network
  • NIC
  • Other
Hardware
Phone
  • No Dial Tone
  • Other
  • Reset Voice Mail Pin
  • Voice Mail Not Working
Hardware
Printer
  • Jammed
  • Other
  • Out of Toner
Hardware
Server
  • CPU or Blade
  • Disk
  • Memory
  • Other
How To
  • Access Email
  • Access the Web
  • Install Printer Drivers
  • Other
  • Recover Deleted Files
  • Use Handheld
  • View Email Attachment
N/A
Internet
  • Can't Browse Web Site
  • Other
N/A
Microsoft Office
N/A
N/A
Network
  • Can't Access Some Resources
  • No Connection
  • Other
N/A
Service
Email
  • Can't Send Email
  • Email Won't Run
  • Not Receiving Email
  • Other
Software
  • Deployment Failure
  • Migration Failure
  • Operating System
  • Other
  • Sw Delivery Failure
N/A