Creating ITIL Category

Creating the category

• From configuration > titles, enter ITIL in the search box.

• Click on ITIL category.

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• Click on add.

• Enter the necessary information

Title	Data
Name	Name of the category visible from the ticket interface
Comments	Comment visible from the standard interface
As a child of	Possible dependency
Technician in charge of the hardware	Technical manager can be assigned automatically if required
Group in charge of the hardware	Technical group can be automatically assigned as required
Knowledge base	Link to a knowledge base article
Code representing ticket category	Internal code for ITIL categories
Visible in the simplified interface	Visible or not from the simplified interface
Visible for an incident	Visible or not for an incident
Visible for a request	Visibility or not for a request
Visible for a problem	Visibility or not for a problem
Visible for a change	Visible or not for a change
Template for a request	Link a request template
Template for an incident	Link an incident template
Grandfather for a change	Link a change template
Problem template	Link a problem template

Note on visibility

Visibility indicates whether the category will be selectable from the assistance interface. If it is set to no, the category will be visible but not selectable. For example, to limit the selection of root categories and force users to refine their request by selecting a child category (rather than software choose software > email).

Note on templates

Templates can be used to simplify the interface with users. For example, you can pre-fill fields, hide some or force others to be filled in. See the chapter on Add templates.

• Once your category has been created, click on add.

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Link a category to a template

• For linking a category to a template and, for example, when a user selects the ITIL category mailbox, the template loads its content to the ticket, read here