Add ITIL Category#

Creating the category#

From configuration > titles, enter ITIL in the search box.
Click on ITIL category.

Click on add.
Enter the necessary information

Title	Data
Name	Name of the category visible from the ticket interface
Comments	Comment visible from the standard interface
As a child of	Possible dependency
Technician in charge of the hardware	Technical manager can be assigned automatically if required
Group in charge of the hardware	Technical group can be automatically assigned as required
Knowledge base	Link to a knowledge base article
Code representing ticket category	Internal code for ITIL categories
Visible in the simplified interface	Visible or not from the simplified interface
Visible for an incident	Visible or not for an incident
Visible for a request	Visibility or not for a request
Visible for a problem	Visibility or not for a problem
Visible for a change	Visible or not for a change
Template for a request	Link a request template
Template for an incident	Link an incident template
Grandfather for a change	Link a change template
Problem template	Link a problem template

Note on visibility

Visibility indicates whether the category will be selectable from the assistance interface. If it is set to no, the category will be visible but not selectable. For example, to limit the selection of root categories and force users to refine their request by selecting a child category (rather than software choose software > email).

Note on templates

Templates can be used to simplify the interface with users. For example, you can pre-fill fields, hide some or force others to be filled in. See the chapter on Add templates.

Once your category has been created, click on add.

Add templates#

Templates can simplify user requests by pre-filling fields, hiding some or forcing certain fields to be filled in.

In our example, we'll create an incident template to help users report incidents correctly.

From configuration > titles > ITIL category, select your category
Click on incident template.
Enter the name of your template
Close the template creation confirmation window, then click on :ti-info-square-filled : de template for an incident.
Select the newly created template

Mandatory fields#

You can add mandatory fields for the simplified interface and/or the standard interface. They will be marked with a

In our example, we're going to force the user to fill in the description and the emergency.

Select description from the drop-down list, then add.
Do the same with emergency.

Predefined fields#

To guide your users, you can pre-fill fields to make the interface more interactive. This will give you as many elements as possible to help you resolve the incident. In our example, we'll fill in the description field to make it as complete as possible.

In the predefined fields tab, select description.
Fill in the information you deem necessary
Click on add

Hidden fields#

Hidden fields avoid overloading the user interface and simplify the writing of the incident.

In the hidden fields tab, add the fields you don't want to appear in the standard and/or simplified interface.
Click on add

Preview#

You can view the rendering of the simplified and standard interface in the corresponding tabs

ITIL Category#

The "ITIL category" tab lets you see which category your template is available in.

You can add different templates for each type of category (request, incident, change, problem). You can also use the same template for several category types.

Link your template to your category#

From configuration > titles, select the relevant category
In the field for which you want your template to appear, select it from the drop-down list
Click on save.

From now on, when a user selects the ITIL mailbox category, the template will be selected.

Insert description

As we have forced the description insert to be filled in, if the user leaves it as it is, an error message will appear forcing them to change the default values

Last update: 27/12/2023