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</style><p><strong id="isPasted">Configuration </strong><strong id="isPasted">> Tickets > Categorisation</strong></p><p><strong id="isPasted">Configuration > Sales > Categorisation</strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Related Guides:</span></strong></p><ul><li style="font-size: 11pt; font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2419" target="_blank" rel="noopener noreferrer"><strong>Ticket Categories</strong></a></li></ul></div>
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</style><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 15.5309%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 51.1358%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="usetreeforcat">Use treeview dropdown when selecting a category<br></td><td style="width: 15.5309%;">Checkbox</td><td style="width: 51.1358%; text-align: left;">When checked, this will present a tree-view menu for choosing Categories. This means that available Categories will be nested under groups.</td></tr><tr><td style="width: 33.3333%;" id="treecatforceleafselection">Force selection of an end node<br></td><td style="width: 15.5309%;">Checkbox</td><td style="width: 51.1358%; text-align: left;">When checked, a final selection will need to be made, as opposed to a single overall group of Categories.<br></td></tr><tr><td style="width: 33.3333%;" id="category_auto_expand">Auto-expand category threshold<br></td><td style="width: 15.5309%;">Integer</td><td style="width: 51.1358%; text-align: left;">The number set in here will dictate if all categories will expand. i.e. if the threshold is 100 then if there are all less than 100 individual categories, then all "+" signs (displaying the top level of the category) will auto expand. it only expands if you have less than or equal to that many nodes. If the number of category nodes is less than the specified amount in this input, all nodes will be expanded by default. Set to 0 to disable.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Category 1</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 16.0449%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.6218%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="category_1_label">Category 1 label<br></td><td style="width: 16.0449%;">Free Text</td><td style="width: 50.6218%; text-align: left;">The text entered here will be used as an alias for this Category 1 field, and will overwrite the original name on any menus throughout the system, other than those in the current menu.</td></tr><tr><td style="width: 33.3333%;" id="configitem_cat1">Edit Category 1 Values</td><td style="width: 16.0449%;">Button</td><td style="width: 50.6218%; text-align: left;">This button will open up the menu for modifying and creating selectable values for this Category. Fields for which are described below.<br></td></tr><tr><td style="width: 33.3333%;" id="cat2mandclear">Force selection when closing a Ticket<br></td><td style="width: 16.0449%;">Checkbox<br></td><td style="width: 50.6218%; text-align: left;">When checked, the population of this Category will be required before closing any Tickets.</td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Category 2 (Resolution Category)</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 16.0449%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.6218%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="cat2mandclear">Category 2 label<br></td><td style="width: 16.0449%;">Free Text</td><td style="width: 50.6218%; text-align: left;">The text entered here will be used as an alias for this Category 2 field, and will overwrite the original name on any menus throughout the system, other than those in the current menu.<br></td></tr><tr><td style="width: 33.3333%;" id="configitem_cat2">Edit Category 2 Values<br></td><td style="width: 16.0449%;">Button</td><td style="width: 50.6218%; text-align: left;">This button will open up the menu for modifying and creating selectable values for this Category. Fields for which are described below.</td></tr><tr><td style="width: 33.3333%;" id="cat3mandclear">Force selection when closing a Ticket<br></td><td style="width: 16.0449%;">Checkbox<br></td><td style="width: 50.6218%; text-align: left;">On by default. When checked, the population of this Category will be required before closing any Tickets.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Category 3</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 15.9714%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.6953%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="category_3_label">Category 3 label<br></td><td style="width: 15.9714%;">Free Text<br></td><td style="width: 50.6953%; text-align: left;">The text entered here will be used as an alias for this Category 3 field, and will overwrite the original name on any menus throughout the system, other than those in the current menu.<br></td></tr><tr><td style="width: 33.3333%;" id="configitem_cat3">Edit Category 3 Values<br></td><td style="width: 15.9714%;">Button</td><td style="width: 50.6953%; text-align: left;">This button will open up the menu for modifying and creating selectable values for this Category. Fields for which are described below.<br></td></tr><tr><td style="width: 33.3333%;" id="cat4mandclear">Force selection when closing a Ticket<br></td><td style="width: 15.9714%;">Checkbox<br></td><td style="width: 50.6953%; text-align: left;">When checked, the population of this Category will be required before closing any Tickets.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Category 4</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 15.9279%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.8122%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="category_4_label">Category 4 label<br></td><td style="width: 15.9279%;">Free Text<br></td><td style="width: 50.8122%; text-align: left;">The text entered here will be used as an alias for this Category 4 field, and will overwrite the original name on any menus throughout the system, other than those in the current menu.<br></td></tr><tr><td style="width: 33.3333%;" id="configitem_cat4">Edit Category 4 Values<br></td><td style="width: 15.9279%;">Button</td><td style="width: 50.8122%; text-align: left;">This button will open up the menu for modifying and creating selectable values for this Category. Fields for which are described below.<br></td></tr><tr><td style="width: 33.3333%;" id="cat5mandclear">Force selection when closing a Ticket<br></td><td style="width: 15.9279%;">Checkbox</td><td style="width: 50.8122%; text-align: left;">When checked, the population of this Category will be required before closing any Tickets.<br></td></tr></tbody></table><p><strong><span style="font-size: 14pt;">Category Value Modification/Creation</span></strong></p><table class="styled-table grid" style="width: 100%;"><tbody><tr><td style="width: 33.3333%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Field</span></strong></td><td style="width: 16.2617%; text-align: left; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Type</span></strong></td><td style="width: 50.405%; text-align: center; background-color: rgb(0, 204, 248);"><strong><span style="color: rgb(255, 255, 255); font-size: 12pt;">Description</span></strong></td></tr><tr><td style="width: 33.3333%;" id="">List View</td><td style="width: 16.2617%;">List</td><td style="width: 50.405%; text-align: left;">This will be the initial screen you are presented with once you open the Category edit screen. Information displayed here includes the ID of the Category Value, it's description, and the group to which it belongs. You can swap between the Category Groups (1-4) at the top right. </td></tr><tr><td style="width: 33.3333%;" id="value">Category Value</td><td style="width: 16.2617%;">Free Text</td><td style="width: 50.405%; text-align: left;">These fields are split into three Levels. These levels determine how the value will be displayed, should it be listed in a Tree view, with Level 1 being the top level, etc.. If not viewed in Tree format, the Category will be displayed as "Level 1">"Level 2">"Level 3" in lists.</td></tr><tr><td style="width: 33.3333%;" id="category_group_id">Category Group</td><td style="width: 16.2617%;">Single Select</td><td style="width: 50.405%; text-align: left;">The group selected here will be the Group in which this Category Value is contained. These can be used as a criteria in Ticket Rules, If the assigned Category belongs to this certain group, then you can sety a ticket rule to trigger if the category group is matched. Category groups can be made in: Configuration > Advanced Settings > Lookup Codes > * Set the entity dropdown on the top left to "Category Group" *</td></tr><tr><td style="width: 33.3333%;" id="include_note">Show a Message Underneath This Category When Selected<br></td><td style="width: 16.2617%;">Checkbox</td><td style="width: 50.405%; text-align: left;">When checked, this will display additional text underneath the Category field in Ticket Details should this Category be selected.</td></tr><tr><td style="width: 33.3333%;" id="itilrequesttype">Use For The Following ITIL Ticket Type<br></td><td style="width: 16.2617%;">Single Select</td><td style="width: 50.405%; text-align: left;">The additional information entered in the following fields will only show on the ITIL type selected here. This can also be set to "all".</td></tr><tr><td style="width: 33.3333%;" id="note">Agent Message</td><td style="width: 16.2617%;">Free Text</td><td style="width: 50.405%; text-align: left;">This will be the additional information added underneath the Category field in Ticket Details should an Agent be viewing the information.</td></tr><tr><td style="width: 33.3333%;" id="user_note">End-User Message</td><td style="width: 16.2617%;">Free Text</td><td style="width: 50.405%; text-align: left;">This will be the additional information added underneath the Category field in Ticket Details should an End-User be viewing the information.<br></td></tr></tbody></table></div>
