<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong>- Hierarchy Used for Category Defaults</strong></p><p><strong>- Defaults Locations</strong></p><p><strong>- Additional Overrides to Consider</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Hierarchy Used for Category Defaults</span></strong></p><p>The category that will be set will be determined by the following hierarchy:</p><p><br></p><p>- Action</p><p>- Client</p><p>- Ticket Type</p><p><br></p><p><strong><span style="font-size: 14pt;">Defaults Locations</span></strong></p><p><strong><span style="font-size: 12pt;">Action</span></strong></p><p data-pasted="true">In Configuration > Tickets > Actions, go to the "Defaults" tab and set the "Default Category". If the Field is added to the Field List, the dropdown will default to this option, but can be manually changed. If not, the category value will be automatically set upon submitting the action.</p><p><br></p><p data-pasted="true"><strong><em>Note: The name of these fields will be set based on the "Label" you set against the category in Configuration > Tickets > Categorisation. </em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2ZGM5MWU1LTg5NGEtNDkxOS1hOGU0LWQwN2Q5YzZmYmM0ZCJ9.14nlQoEhxoy_v4sA8UC8VmYpzB0TMzUoSfCxDnwwABA" class="fr-fic fr-fil fr-dib" width="583" height="738"></p><p><strong><span style="font-size: 10pt;">Fig 1. Setting category from an action default</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Client</span></strong></p><p data-pasted="true">On a client profile, go to the "Settings" tab and set the "Category Default". </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNWFkYmNlLTk1NGItNDlkYi1hNWVmLWQ4OWUwMTFkYTcyOSJ9.L1BvIm7E9LET0c0zfsRzqp9s7QCvW-u2TyJJdWktYFA" class="fr-fic fr-fil fr-dib" width="1681" style="width: 1683px; height: 482.058px;" height="482"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 2. Setting category from a client default</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Type</span></strong></p><p data-pasted="true">In Configuration > Tickets > Ticket Types, go to the "Defaults" tab and set the "Category".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2NTRkNzBhLWZhNTctNDhlOC1iMmEzLTk1Y2Y2ZjhhYjY2ZiJ9.Td0ovfeN8P-sk8oD8WB2VzOCoE1TRhWKe5IVO0UKnKo" class="fr-fic fr-fil fr-dib" width="1207" height="720"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3. Setting category from a ticket type default</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Additional Overrides to Consider</span></strong></p><p>Whilst the above will set a default, defaults can be overridden by manual selection from a dropdown (i.e. on an action or ticket type), or automatically from a ticket rule outcome or ticket template that applies after logging.</p><p><br></p><p><strong><span style="font-size: 12pt;">Manual Overrides</span></strong></p><p>In Configuration > Tickets > Actions, or Configuration > Tickets > Ticket Types, the "Category" field can be added in the "Field List" tab. If ta default above is set, the dropdown will default to this option, but can be manually changed from the action or ticket screen. If not changed, that default value will be set upon submitting the action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5NGY4Mjc0LWVjZjYtNDI3Ny1iNGFlLTRiNjY3YzgxNGUzZSJ9.gdz8JaUMJ5_HnmcdmFlkibeGfmmEjhyIo_P1Gv7Ohw8" class="fr-fic fr-fil fr-dib" width="1683" style="width: 1685px; height: 407.674px;" height="408"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 4. Setting category from an action dropdown</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Automatic Overrides</span></strong></p><p>In Configuration > Tickets > Rules, scroll to the "Outcomes" section and set the "Category" field.</p><p><br></p><p><strong><em>Note: If "Check rules after the Ticket has been submitted instead of on the New Ticket screen" is enabled in Configuration > Tickets > General Settings, the defaults will be overridden after logging instead of on the new ticket screen.<br></em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ4MTlhYmI1LWU5OWItNDdlNC04MDMzLTI3ODU5NmNjZmE3NCJ9.utQ6C8m50BU5bRCtHIpxxdzSDm4ClaxYt8uZGKfAB0U" class="fr-fic fr-fil fr-dib" width="558" height="673"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5. Setting category from a ticket rule outcome</span></strong></p><p><br></p><p>In Configuration > Tickets > Templates, go to the "Values" tab and set the "Category" field. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2M2VjZDFhLTUwMzAtNDRlYy05N2RkLTJkYWRlOGZjMjg0ZSJ9.3mf3KumuQ7Vjdbckr0k0YpNHrP62IstG9o8b023UK4o" class="fr-fic fr-fil fr-dib" width="604" height="583"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 6. Setting category from a ticket template value</span></strong></p><p><br></p>
