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Default categories in
ServiceDesk
This appendix includes the following topics:
Default categories for incidents
ServiceDesk uses categories to classify incidents and route them to the appropriate
incident technician or queue. The category also helps sort incidents for reports.
ServiceDesk contains three levels of predefined incident categories, which you
can use immediately or edit to meet your organization s requirements.
See
Table A-1
Main category
Software
Service
Default categories for incidents
Default classifications for problems
"About incident categories and the data hierarchy"
Default categories for incidents
Category level 2
Operating System
Migration Failure
SW Delivery Failure
Deployment Failure
Other
Email
Appendix
on page 130.
Category level 3
Other
Can t Send Email
Not Receiving Email
Email Won t Run
A
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