Manually update request category

[Alisha]

Hello,

In our Service Portfolio we have restricted our Request Category Level so that only certain categories are visible when logging a request.

Is there a way to manually update the category once the request has been logged to a category that wasn't initially visible please?

We don't want to make all our categories visible to our customers, but would need to categorise the request correctly after the request has been logged. I know we can update the category in the Business Process, but was wondering if we could update the category manually for older requests that were using a different Business Process.

Many thanks,
Alisha

[James Ainsworth]

Hi Alisha,

There is a category action available for requests where you can manually change the category. 

 

If you don't see this Category Action, you just need to enable it on that service.

[Alisha]

Hi @James Ainsworth,

Thank you, I can see that. However, because we are restricting the category level in the Service Portfolio, I don't see the top level categories in the Category Action.

Many thanks,
Alisha

[James Ainsworth]

If you have the category restriction set for the service, then all the requests associated to that service will follow that restriction.  So, there isn't a way to manually override the restriction, if that's what you are looking for.  

[Alisha]

Hi @James Ainsworth, yes that's what I was hoping for, a way to manually override the restriction after the request is logged.