Categories make service requests easier to understand, route and report. Sub-categories add the practical detail needed for SLAs and assignment rules.
- Review the starter setInfraCue starts with common IT service categories so you do not need to begin with an empty desk.
- Keep names clearUse recognisable names such as Laptop/Desktop, Access Request, Network, Printer or Software.
- Add matching sub-categoriesOnly add a sub-category under the category it belongs to.
- Connect service rulesCreate assignment rules and SLA rules for the category and sub-category combinations you support.