Incident routing using operational categories

In event-based ticketing, incidents are based on an event. Incidents can be routed based on the operational categories because there is no CI associated with the incident. The operational categories enable the incident to be routed to the correct group, resulting in correct assignment and faster resolution of the incident.

Before you begin

Before you can route incidents based on operational categories, ensure that:

To enable operational categories for event-based ticketing

  1. Search and relate a company to operational categories. For information, see Relating a company or application to an operational category.
  2. (Optional) If required, add other operational categories. For information, see Creating operational categories.

Note

When relating a company to an operational category, ensure that the Infrastructure Event and Infrastructure Restoration check boxes are selected in the Application Modules area under Incident Management.

Related topics

Incident routing

Incident routing using product categories

Incident routing based on Supported by or Managed By Group

Incident routing based on CI location

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