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.
Main category or classification | Category or classification level 2 | Category or classification level 3 |
|---|---|---|
Hardware | Desktop |
|
Hardware | Drive | N/A |
Hardware | Handheld |
|
Hardware | Keyboard | N/A |
Hardware | Monitor | N/A |
Hardware | Mouse | N/A |
Hardware | Notebook |
|
Hardware | Phone |
|
Hardware | Printer |
|
Hardware | Server |
|
How To |
| N/A |
Internet |
| N/A |
Microsoft Office | N/A | N/A |
Network |
| N/A |
Service | Email |
|
Software |
| N/A |