![]() ![]() N > Setup > Main Configuration > Custom Objects. Further drop down values can be easily added at any time using the Custom Objects part of the program. ![]() ![]() Utilise all 4 groups however you see fit, but think about future developments in your business as well, and whether they will be needed later.Ģ. Some important things to know about Categories:ġ. They can be called Fruit > Sealed > Banana, Fruit > Sealed > Orange, and so on. The categories don't have to be technical or IT related. Any more than this, and we would strongly recommend reviewing your list, and looking for duplicates, or removing non-essential ones. Inside each Category group, add up to 600 categories values. This way, there is something to compare one with the other. Some customers go to the next step, where they use Category 1 for the start of the ticket life cycle, and Category 2 for when it ends. What is the end-user enquiring about? What do they need help with? Others use a group for the end of their life cycle, so that each ticket when closed, has an accurate tag for suitable reporting. What some customers of ours do, is have 1 category group for organising tickets when they start their life cycle. How you utilise the 4 main category groups, remains your decision. Or, Company A, Company B, Company C and Company D, if utilising the product's multi-tenancy capabilities. Other option could be to use one category group for IT, one for Facilities, one for HR and so on. One group could be used by the Help Desk, the other by Development team, one by Networks, and so on. Each group can be used for different areas of your business. ![]()
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