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
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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.

Table: 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


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