Serviceaide Intelligent Service Management provides you a four level hierarchy to enable categorization (CCTIs). Categorization speeds up the process of recording information and resolving issues. For example, a user selects a relevant categorization while reporting an issue with the printer. When the ticket has an associated categorization and the analyst searches for the related KB articles for a ticket resolution, the search process automatically picks the articles with the related categorization. This action helps the analyst in resolving the issue quickly. The hierarchy includes the following levels:

Class
Category
Type
Item

Note: Class is a required item. You can leave the other three levels blank.

You can apply this categorization to the following components in the system:

Tickets
CIs
KB Articles
Assets
Models
Custom Field Templates
CI/Asset Attribute Templates

This article contains the following topics:

Categorizations provide you the following benefits:

Classify Tickets, CIs, Assets, KB Articles, and so forth.
Apply custom fields to Tickets, CIs, and Assets.
Enhance searchability (ability to search for CIs, tickets, KB articles relevant for a specific CCTI).
Enable matching criteria for automated ticket routing, workflow selection, and assignment.
Configure catalog items to automatically assign categorization to different categories of requests as and when they are logged.

For example, a categorization of Hardware>>Printer>>Laser>>HP10X focuses on HP10XX range of printers. You can use the general categorization to:

Differentiate Tickets, CIs, Assets and KB articles related to the HP10XX printer.
Create a categorization specific to a ticket type or a specific configuration item like HP1020.

You can manage categorizations from the MANAGE, ADMINISTRATION, Tools, All, Categorizations. You can view details of existing categorization records, filter the list using available filters, or search for a specific categorization by entering appropriate search text in the search window.

View, Search, and Filter Categorizations

To view the categorizations navigate to MANAGE, ADMINISTRATION, Tools, All, Categorizations. A list of all the categorizations appears on the left column. You can sort this list that is based on the categorizations Name(A-Z), Last Modified Date, and Created Date . You can also search a particular group from the list that is based on the categorizations Name and Description. Click Filter to apply filter on this list that is based on:

Status
- Active
- Inactive
- All
Ticket Type
- All
- Asset
- Change Request
- Configuration Item
- Incident
- Problem
- Service Request
- Task Ticket

Create Categorization

Follow these steps:

Navigate to MANAGE, ADMINISTRATION, Tools, All, Categorizations, and click New Categorization.
Add an image/icon to identify the Categorization. You can browse or add an image from the library.
Note: Click to read the details on accepted file formats and image dimensions.
Specify the values for Class, Category, Type, and Item.
Note: You can select the values from the drop-down or you can specify the new value by typing it in.
Select the Associated Forms to specify the forms to which the categorization can be applied. You can select multiple forms to which the categorization can be related. You can select from the following forms:
Asset
Change Request
Configuration Item
Incident
Problem
Service Request
Task Ticket
Click Save.
Note: Category, Type, and Item are not mandatory fields.

Create Categorization from Other Workspaces

The application allows you to create categorization from other workspaces for example:

Service View For more information see, Create and Edit Services.
Asset Model For more information see, Manage Models.
CIs For more information see, Create and Manage Configuration Items.
Service Catalog Matching Crietria For more information see, Create Service Catalog Item.
KB Articles For more information see, Create and Manage Knowledgebase Articles.
Process Workflow For more information see, How to Design New Process Flow.
SLA Target Matching Criteria For more information see, Create and Manage SLAs

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