ServiceDesk 7.5 - Add incident Classifications (categories)

[Migration User]

Hello everyone. I'm stuck with this situation. I've added a new Category under Data hierarchy but when using the advance incident form only default category is shown.

Thanks for your help on this issue.

 

Regards,

 

Iván

 

[Migration User]

What are you trying to do exactly? If you add an item in the category hierarchy under Incident Management then those will show up on the incident form, and from my experience you may or may not need an iisreset as the form may already be loaded in memory. If it doesn't show up and you've placed new categories under Incident Management, have you restarted IIS to be safe?

[Migration User]

Hi!, I was asked by our "thinking board" to add a "Request" category (same level as Incident) so we can have a split over Incidents. But after a little discussion the idea was discarded.

[Migration User]

I've been into SD 7.5 for a couple weeks now, and I agree... if anything doesn't change in it after adding anything, its best to restart IIS.  Symantec calls it a caveat (wish I could get paid for all the time I've heard that word in the last couple weeks)... I call it a bug/lack of certain things being considered while it was being programmed.

[Migration User]

As an alternative to categories, a request would be setup as an incident type. This way you have a Request to Add-Remove - Software - WinZip. Fortunately, Request is already in the list of types so there isn't anything you would need to do to the console and you should also be able to report on it if ever needed.