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 Link Technologies - LinkSOFT Documentation 
Help > Link Web Applications Portal > Helpdesk Maintenance >
Category

Category is used to create and maintain the list of products or services. A category is used when logging cases in helpdesk. It indicates the area which needs to be addressed in the case.

 

Users can configure the "Hours" allowed to complete a case by category. The system will automatically calculate the "Follow Up"date and time based on the configured "Time To Complete". When this time exceeds, the case is considered overdue.

 

Steps to create a Category:

  1. Click on the "Green Plus Sign". This will open the "Edit Form".
  2. Enter the "Description" for the category.
  3. "Display Order" determines the display order of the list where the category is used .
  4. SLA Enabled - When "SLA Enabled" is the following features are available:
    1. "Service Agreement" is populated for each "Organization" and "Category" combination under "Helpdesk Maintenance -> Service Agreement".
  5. Delete will mark a record as deleted.
    1. Deleted records will not appear in any lookups.
    2. Edit the record and "Un-tick" delete to activate a record.
  6. Click on the "Grey Arrow" to expand into the details
    1. "Time To Complete" - Enter the hours allowed to complete tasks.
    2. Add "Notes" and " Attachments ".

Figure 1: Category