Configure incident category or subcategory

Configure incident category and subcategory for easy classification of incidents which helps in routing incidents to the right team. You can also generate reports based on category and subcategory of incidents.

Before you begin

Role required: admin

Procedure

1. Navigate to 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 on the Category field name and select Configure Choices.
   • Right-click on the Subcategory field name and select Configure Choices.
4. Move the required category or subcategory from the Available list to the Selected list.
5. Click Save.