Admins can configure ticket categories and sub-categories department-wise to ensure every ticket is classified, routed, and reported accurately.
How to Access Category Management
- Go to Ticket Management
- Click Category List
Category Fields
| Field | Description |
|---|
| Name | Category name |
| Department | Department this category belongs to |
| Status | Active or Inactive |
How to Add a New Category
- Go to Ticket Management → Category List
- Click Add New Category
- Enter category name
- Select department
- Set status to Active
- Click Save
How to Access Sub-Category Management
- Go to Ticket Management
- Click Sub Category List
Sub-Category Fields
| Field | Description |
|---|
| Name | Sub-category name |
| Category | Parent category this belongs to |
| Status | Active or Inactive |
Example Category Setup
| Department | Categories |
|---|
| Enterprise Development | Website, New Requirement, Build/Review/Deploy, Feature/Functionality, Issues |
| Data Center Ops | Desktop/Laptop, Infrastructure Support, Server, VM/POC, Operating System |
| HR and Admin | Employee Process, Email Access, Access Request |
Example Sub-Categories
| Category | Sub-Categories |
|---|
| Infrastructure Support | Shared Folder, VPN, Development Server, Production Server, Virtual Machine |
| Build / Review / Deploy | Build, Review, Deploy, Hotfix |
| Email Access | Email Creation, Email Update, Distribution List |
Keep categories and sub-categories updated regularly. Accurate classification improves ticket routing, reporting accuracy, and team workload visibility.
