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Adrian Simpkins

Managing Default Categories

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Hi All

I was hoping someone could clarify for me some details around 'Manage Default Categories' - I am trying to set a default for the Request Update category for an Incident and a Service Request - when I set a the default within an incident this changes Request update to Incident Management, then when I set this on a Service Request this changes the default from Incident to Service Request.

However, I want to be able to set a default Category for Incidents and Service Requests but they appear to share this field? Is there a way to set a default by Request type at all? Or am I misunderstanding the purpose of the Default Categories screen in this scenario?

Many thanks as always !

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@Adrian Simpkins thanks for your post.

It appears that they share the same field. Correct me if I'm wrong but what I think what you are looking for here is for separate default categories for 'Incident >> Request Update' and 'Service Request >> Request Update'.

We plan on making significant changes to the way categories are defined and managed in future Timesheet Manager updates so I will feed this back to our development and product teams to make sure your requirement is met.

Alex

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Hi Alex

Indeed I was looking at separate default categories for each request type rather than the requests all sharing the one Manage Default Categories, ideally to be able to set the full suite offered but by request type would be ideal.

Do you know if this current setup could potentially cause any issues when our analysts move from a service request to incident and want to record for example, time spent on the Resolve action? We will hopefully be moving towards our live date later this month, so I wanted to make sure I can address this issue when someone raises it (which I am sure they will :) )

Many thanks

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@Adrian Simpkins Yes I believe it will cause issues. Let me speak with our development team and see if we can add the required default categories so that you can set them for each request type accordingly. I can see the value for other customers in having this as well and also going forward I know this won't compromise the changes we are planning on making to timesheet categories.

Alex

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Hi Alex

Thanks for the confirmation, this will let me address any issues raised, and I look forward to any update to remedy this in the future !

Many thanks

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+1 for having the ability to set different default TM Categories for different Request Types.

Cheers

Martyn

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