This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Creating a generic category

On the Generic Catalog Setup form, you must enter information in the Generic Product/Operational Relationship Category area first. Some of these categories can be associated with products and operational categories, some associated with just products, and others with just operational categories.

Tip

You must relate a category to a company before the category is available on other forms.

To create a generic category

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation> Products/Operational Catalogs> Generic Catalog Structures, and then click Open. The Generic Catalog Setup form appears.
  3. In the Generic/Product/Operational Relationship Category area, click Create. The Generic Catalog Update form appears.
  4. Select the Category Type. The default category types available are listed in the following table:

    Category types

    Selection

    Meaning

    Reason

    Stores reason categories. The categories that you set up are used as data on other BMC Remedy ITSM Suite forms. For example, Reason is used in the list selections for the Cause field on the Incident form (used in the Incident Management feature of BMC Service Desk) and the Root Cause field.

    Wallet

    Used to store credit card information. The categories set up are then used as data on other BMC Remedy ITSM Suite forms. For example, on People records you can use the Attributes tab to add information for the Wallet Attribute Type.

    Resolution Category

    Used to categorize different types of resolutions. The categories set up are then used as data on other BMC Remedy ITSM Suite forms. For example, resolution category information is used in incidents.

    User Access ID

    Stores user access catalog information. The categories set up are then used as data on other BMC Remedy ITSM Suite forms. For example, your site can have different types of user IDs for different purposes or systems. This category can be used to group them.

    SLA Breach

    Categorizes reasons for breaches of a Service Level Agreement (SLA). The categories set up are then used as data on other BMC Remedy ITSM Suite forms. For example, SLA breach category information is used in incidents.

  5. In the tier fields in the Generic area, enter categorization values. For example, in the Generic Categorization Tier 1 field for the Reason category type, select a value such as Hardware Failure.

    Important

    The Cause field is a single-tiered value. Therefore, when creating data for this category type, you need to provide only the first tier in the generic category definition. You can enter None for the tier 2 and tier 3 information or leave these fields blank.

    The product and operational categorization values must exist in the product and operational catalogs. Also, you can create a generic category definition multiple times in the generic catalog if you need to relate it to various companies or Product Categorizations.

  6. Optionally, you can relate the Generic Category definition to operational and product categorizations. Select the Operational and Product tiers. For example, when working with Resolution Category as the category type, you can select the Generic Categorization Tier 1, Generic Categorization Tier 2, and Generic Categorization Tier 3 values, which will show on the Resolution Categorization tab for an incident. The Operational Categorization must match the Operational Categorization on the incident form. Optionally, you can also include a Product Categorization as part of the Resolution Product Categorization for an incident. This Product Categorization must already exist in the Product Catalog.  For a more detailed example, see Creating a resolution categorization from the Generic Catalog Update form.
    You can create a generic category definition multiple times in the generic catalog if you need to relate it to various companies or Product Categorizations.
  7. Select a status.
  8. Click Save, and then click Close.
    After you create generic category definitions, you can search for them to view in the Generic/Product/Operational Relationship Category table as shown in the following figure.

    Tip

    To modify a generic category, select it, and then click View. You can change the status on the Generic Catalog Update dialog box. No other generic categorization information can be changed. To delete a generic category, select it, and then click Delete.

  9. Click Close.



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