Define Category

Explanation

Use this activity to define the categories into which the cases can be grouped, for example, Error, Question, or Request. Predefined case title and description templates are connected to the category, which will be automatically received by the cases. Also, predefined case tasks can be connected to the category using a task template. The cases will automatically receive the case tasks based on the default case category or any other selected category.

Prerequisites

There are no prerequisites.

System Effects

• The category defined here can be selected when entering information about cases in the Case window.
• Cases will receive the Case Title, Case Description, and Case Tasks templates based on the default case category, or the selected category. 

Window

Case Basic Data

Related Window Descriptions

Case Basic Data
Case Basic Data/Case Category

Procedure

1. Open the Case Basic Data window, and click the Category tab.
2. Create a new record (F5).
3. In the Category field, enter an ID, e.g. Error.
4. In the Description field, enter a description for the category.
5. To specify a default category for the cases, check the Default check box. Alternatively, once the records have been saved, you can right-click and then click Set/Unset Default to set the selected category as the default; thereby discarding any other default setting. 
6. To specify the order in which the category should appear in a List of Values, enter a number greater than zero in the LOV Order field. 
7. In the Case Title Template field, enter the title that is to be used as a template for the cases in the category. 
8. In the Case Description Template field, enter the description that is to be used as a template for the cases in the category.
9. In the Case Task Template field, select a template to be used for the case tasks on the cases within that category. You can use the List of Values.
10. Save the information (F12).