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Creating, editing, or deleting a category

This topic describes how to create, edit, or delete a category.

To create a category

  1. On the header bar, expand the hamburger menu  and select Configuration.
  2. Click Lookups > Categories.
  3. On the Categories page, click New.
  4. In the New Category dialog box, in the Category Name field, enter a name.
  5. To assign a priority to the new category, select an option from the Priority list.
  6. To assign a parent category to the new category, select an option from the Parent Category list.
  7. In the Description field, enter a description of the category.
  8. (Optional) To enable requestors to use the category to create a record in Self Service, select the Display in Self Service check box.
  9. (Optional) To prevent users from using the category, select the Mark as Inactive check box.
  10. (Optional) To assign support specialists for the category, see Configuring support specialists.
  11. Click Save.

To edit or delete a category

  1. Navigate to the Categories page (hamburger menu > Configuration > Lookups > Categories).
  2. On the Categories page, perform one of the following actions:

    ActionSteps
    To edit the category
    1. Select a category that you want to modify and click Edit.
    2. In the Category: categoryName dialog box, edit the required fields.
    3. (Optional) To assign or remove support specialists for the category, see Configuring support specialists.
    4. Click Save.
    To delete the category
    1. Select a category that you want to delete, and click Delete.
    2. In the Delete Record dialog box, click Yes.
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