Administration › Knowledge Administration › Knowledge Categories › Create a Knowledge Category

Create a Knowledge Category

For each category, you can define properties that identify attributes or qualities to be associated with the ticket and create a workflow that identifies all the individual tasks required to fulfill the ticket.

You can use categories to specify default values for certain fields in tickets, or automatically associate a level of service to tickets by assigning a default service type to categories. Whenever an analyst assigns a category to a ticket, all the information you associate with the category is automatically associated with the ticket.

Note: If you are using multi-tenancy, a tenant drop-down list appears in the Knowledge Document search filter. If you select <empty> in this drop-down list, the search is public. A tenant column also appears on the list page.

To create a category

1. On the Administration Tab, browse to Knowledge, Knowledge Categories.

   The Knowledge Categories page appears.

2. Right-click the category under which you want to create the category. Select New Category from the shortcut menu.

   The Create New Category page opens to the Content tab.

3. Complete the fields as appropriate.
4. Click Permissions.

   The Permissions tab appears.

5. Select one of the following permissions options for the category:

   Inherit from Parent

   Specifies that the new category has the same permission settings as its parent category.

   Note: The Inherit from Parent option is not available if you select the TOP category before opening the Create Category page.

   Control by Group

   Specifies category permissions for groups to have read or write access to the category.

   Control by Role

   Specifies category permissions for roles to have read or write access to the category.

   Note: If you change controls, such as changing the category permission from group to role, a warning appears that previous permissions are deleted for that category.

   Grant Write Permission to Everyone

   Specifies that all users have write access to the category. Write access indicates that you can edit or delete this category.

   Note: The Grant Read Permission to Everyone check box is automatically selected if you select the Grant Write Permission to Everyone check box.

   Grant Read Permission to Everyone

   Specifies that all users have read access to the category. Read permission indicates that you can view the category, but you cannot edit or delete it. Users with administrative rights can edit a folder even if their associated permission group cannot. If a user belongs to multiple permission groups with varying levels of access to the category, the user gets the highest available access level (for example, if one group has read-only access and the other write access, the user gets write access).

   Note: The Grant Read Permission to Everyone check box is automatically selected if you select the Grant Write Permission to Everyone check box.

   Important: When you grant permissions for Everyone, the access by role or group is the same. If you selected Everyone and Control by Role, after you save the permissions, the Control by Group becomes selected.

6. (Optional) Specify the read-write permissions to specific groups or roles from the Available and Selected lists.

   You use this option to manage which groups or roles have read or write access to the category. You can select one or more permission groups or roles from the Available Groups/Roles list, and then use the Add and Remove buttons to move the selected groups or roles to the Groups/Roles with Write Permission and Groups/Roles with Read Permission lists.

7. Click Save.

   The Category Detail page appears.

8. Click Close Window.

   The Knowledge Categories pane refreshes to include the new category.

More information:

Category Fields