Why It Matters
Well-designed ITIL categories dictate exactly how tickets are classified across incidents, requests, problems, and changes. Setting these up early makes ticket intake faster for end-users, improves automated routing and ownership for agents, and ensures that ticket resolutions are automatically saved to the correct Knowledge Base sections as your volume scales.
How to Set It Up
- Access the Settings: Log into your ITSM workspace, navigate to Setup → Dropdowns, expand the Assistance section, and select ITIL Categories.
- Create a Category: Click Add and enter the category details. By setting a specific technician or group “in charge” here, you can enable automatic ownership and notifications whenever a ticket is created under this category. Click Add to save.
- Build Hierarchies: To keep your dropdown lists manageable, organize categories into parent-child structures. Open an existing category and select a parent under the As child of dropdown, or navigate to its ITIL Categories tab to directly add new child categories underneath it.
- Configure Advanced Settings: Open any category to fine-tune its behavior. You can control its visibility (deciding if it appears for the Simplified end-user interface, Incidents, Requests, or Changes), link it to a default Knowledge Base category, or attach specific ticket templates that automatically pre-fill information when this category is selected.
Next Steps
Now that your ITIL categories are established, use the Workflow Automation Engine to configure ticket routing rules that automatically assign incoming requests to the right team based on the user’s category selection. (Note: If you run into issues during setup, reach out to support@ezo.io).
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