Download SysAid User Manual - Help Desk Software by Ilient

that will cover the majority of the IT service requests. Here is a brief guide to
setting up categories:
1.
Go to Preferences Help Desk Settings. Click the Categories tab.
At the top of the page, you will see a caption box for inputting a new category,
and subcategories. To add a new category and subcategory, simply type the
name in the caption box and then click Add. You may optionally add a brief
description of what the category covers in the Description Template. Every
time the end user will select this category the template description will appear
in the service request. In case you wish a category to include more than a single
sub-category, retype the name of the category in the caption box, and be
careful to use the exact same spelling. You can also choose where the category
will be visible: in your knowledgebase, your change and problem processes,
simple incidents, and more.
2.
If you wish to add a third level category, you need to enable this option in
the General Settings page. Note: Go to Help Desk Settings General Settings
and check the tick box for Enable third level categories. Click the Save button.
Now return to the Categories page to fill out the caption.
The categories, subcategories, and third level categories are saved in
lines.
To delete a line, click the Delete checkbox next to it, then press the
Save button at the bottom of the page.
Note that each line is independent on the others. Deleting one does not
affect the others. In order to add several subcategories (2nd level name)
within the same category (1st level name) you need to retype the
category (1st level name) name once again on a new line and then the
new subcategory name (2nd level name). Take care that you consistently
spell category names (1st level name) the same.
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SysAid User Manual Release 6.5
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