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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is a Category Group?</strong></p><p><strong>- Creating Category Groups</strong></p><p><strong>- Creating a Ticket Rule</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2419/" target="_blank" rel="noopener noreferrer"><strong>Ticket Categories</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What is a Category Group?</span></strong></p><p>A category group is a way of grouping category values with common themes, and this can then be used to trigger ticket rules.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Category Groups</span></strong></p><p>To create a category group, navigate to Configuration > Advanced Settings, and scroll down to find the "Lookup Codes" button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjNjgxZWM5LWIxNzQtNDEwMS04YWUzLTI5ZTdjMGRmZDk5ZiJ9.C_VHpEz1HlfXp1Tl3U8M282vnku6eiVjeykIALr8Y-o" class="fr-fic fr-fil fr-dib" width="137" height="55"></p><p><strong><span style="font-size: 10pt;">Fig 1. Lookup Codes button</span></strong></p><p><br></p><p>At the top left of the page, a dropdown will show to select which lookup code to edit. Click the small arrow and scroll down until you see "Category Group". Select this, which will show the list of any existing category groups you have, then click "New" in the top right to create one.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg4NjVkYmIzLTljMmEtNDY4OC05NTI2LWZkNTQ0YTMwYTBkZCJ9.jVIuBa9PwYl-ppZtZiuHLhfECWuwgdsNCoKzgikDtKg" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 433.711px;" height="434"></p><p><strong><span style="font-size: 10pt;">Fig 2. Finding the Category Group lookup code</span></strong></p><p><br></p><p>A screen will show to create a new lookup code, and here enter your category group name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5OTYwODNjLWVkYTItNDQ5NC1iYzRmLWIwYTI2YTQxOGM0MSJ9.cxzRCuWIYhXxC8B5sfwP3BCwoIp9i7qb19UN3Nd-v4U" class="fr-fic fr-fil fr-dib" width="297" height="308"></p><p><strong><span style="font-size: 10pt;">Fig 3. Creating a new category group</span></strong></p><p><br></p><p>These category groups can then be set against category values in Configuration > Tickets > Categorisation.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5NDQ0NWM5LWUxM2EtNDY5YS04OTk3LWY2YTExMzdkODM0YyJ9.Khb1Vh8wtEawq0LCeYs6o17WOFlMCtJVMQh231Z-DWM" class="fr-fic fr-fil fr-dib" width="416" height="316"></p><p><strong><span style="font-size: 10pt;">Fig 4. Assigning a category group to a category value</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Ticket Rule</span></strong></p><p>Category Group can all be selected as criteria when creating a ticket rule.</p><p><br></p><p>Navigate to Configuration > Tickets > Ticket Rules. Create a rule and click "Add" on the criteria table. Here you can set one of the following options.</p><p><br></p><ul><li>Category Group</li><li>Category 2 Group</li><li>Category 3 Group</li><li>Category 4 Group</li></ul><p><br></p><p><strong><em>Note: If you have customised the category label(s) in Configuration > Tickets > Categorisation, they will appear in the dropdown selection as "[Label] Group" - i.e. "Resolution Code Group" for Category 2 Group.</em></strong></p><p><br></p><p>You can then select either "Includes" or "Does not include" for the group that you choose.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmZjBjNWNjLTA5M2QtNGU5Mi1hN2IzLTRlMDI5YjJiNmRkYSJ9.GHRMaw9-zs6KIrknh4qvKhLuX3NBLKdN8uxWBO7aVP4" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 374.008px;" height="374"></p><p><strong><span style="font-size: 10pt;">Fig 5. Creating a ticket rule based on category group</span></strong></p><p><br></p>
