Administration › Knowledge Administration › Knowledge Categories › Modify a Category

Modify a Category

You can modify a category in your Knowledge Management environment. Categories determine the contents of change orders and issues after their creation. 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.

To modify a category

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

   The Knowledge Categories page appears.

2. Right-click the category to modify, and select Edit Category from the shortcut menu.

   The Update Category page opens to the Content tab.

   Note: You cannot delete or modify the Top category.

3. Update one or more of 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. If you select Everyone and Control by Role, after you save the permissions, the Control by Groups becomes selected.

   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.

6. (Optional) Specify the read-write permissions for the category.

   You use this option to manage which groups or roles have read or write access to the category. When you select this option, the page refreshes to include the Grant Write Permission to Everyone and Grant Read Permission to Everyone check boxes.

7. Click Save.

   The modified category appears in the Knowledge Categories List page.