Add a category or a subcategory

Add category or subcategory to assign incidents to the correct team and save time in troubleshooting and bringing the service to normalcy.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Incident > All.
   Note:

   If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see Redirect UI16 module links to Service Operations Workspace.
2. Open an incident record.
3. Do any of the following:
   • Right-click Category > Configure Choices.

     

   • Right-click Subcategory > Configure Choices.

     

4. In the Enter new item field, enter the new category or the subcategory name.
5. Click Add.
   The new category or subcategory is added under the Selected list.