# Categories A category can be made hierarchical: * by selecting a parent category using in first tab the field `As child of` * by adding a new child category in tab `ITIL Categories` ## ITIL categories ITIL categories can be managed in dropdown setup ***`Setup`** >* **`Dropdowns`** *> **`Ticket Categories`***. ITIL categories are used by Tickets, Changes and Problems. ![ITIL category](/files/IYdnpO6roYw254dFjXhw) A person in charge and/or a technical group can be added to this category and will then be used for notifications. A knowledge base category can also be associated to this category; this will register the solution in this category of the knowledge base. In this example, if you have a ticket with the category "Hard disk failure" which is linked to the KB category "Failure > Computer", when you add a solution to the ticket with "Save to Knowledge base" set to "Yes", the default category in the new Knowledge base Article form that opens will be "Failure > Computer". A category can be invisible in simplified interface, in order to reduce list of categories for end-users. It can also be made visible or not for incidents, demands, problems or changes. A template can be associated with this category and will be loaded when this category is selected in ticket. This template can be different for demands and incidents. {% hint style="success" %} When building a helpdesk, it is important to choose carefully the list of available categories: a too large number visible by end-users will make ticket creation less easy, whereas a too small number will not allow you to correctly qualify the demand. Ticket categories allow to do automatic processing when creating a ticket, for instance modify ticket attributes; see [Business rules for tickets](/documentation/modules/administration/rules/ticketbusinessrules.md). {% endhint %} ## Task categories Task categories are used to sort task in order to ease their processing or to build meaningful statistics. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.glpi-project.org/documentation/modules/configuration/dropdowns/categories.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.