Default categories for incidents and default classifications for problems
|Article:HOWTO82211|||||Created: 2012-11-05|||||Updated: 2013-04-18|||||Article URL http://www.symantec.com/docs/HOWTO82211|
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.
Article URL http://www.symantec.com/docs/HOWTO82211