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10.2.3.  Incident Categories

Incident categories are used by the incident management system to categorize incidents. When incident categories are entered in the Master Information section, these categories are then available for use when entering or updating incidents.

Tip

You must manually create incident categories if you want the ability to assign them to incidents. If no incident categories are defined, then none will be available when entering incidents.

To access the master list of incident categories, go to CRM > Setup > Master Information > Incident Categories. The following screen will appear.

Incident Categories master list

The Incident Categories screen displays information on all existing incident categories, including incident category order, name, and description.

10.2.3.1. Incident Category

To create a new incident category, select the NEW button. The following screen will appear:

Create new Incident Category

When creating a new incident category, you are presented with the following options:

Incident Category

Enter a name to define the category (e.g., customer issue, vendor issue, etc.).

Order

Specify the order in which the category should appear when using the drop-down list on the Incident screen.

Email Delivery Profile

Enter profile to be used when delivering email related to incidents with this category.

Description

Enter a brief description of the incident category.