altHR Knowledge Base

Edit Helpdesk Category & Sub-Category

• Go to Helpdesk > Settings > Category/Sub-Category > Click "Edit"
  
• At "Name", type in the new naming for your Helpdesk's Category/Sub-Category > Click "Submit" to save changes
  
• Notes:
  • It will immediately reflect to all tickets which including closed (past) tickets and active tickets's Category & Sub-Category's naming.
  • The new naming will also reflect on reports as well for all tickets including closed (past) and active tickets.
    
    
    

• Go to Helpdesk > Settings > Category/Sub-Category > Select the Category/Sub-Category that you want to delete > Click the trash bin icon to DELETE
  

Notes:

• Once you've deleted the Category/Sub-category, you're not able to undo the deletion to retrieve back the Category/Sub-Category.
• Helpdesk's Category & Sub-category is not able to "Disable" (retire while remaining record in system) a category/sub-category, you must delete it if you don't want to display it under Helpdesk.
• Deletion of sub-category/category will not affect the ticket which already been raised (Open,Accepted,Closed). Which mean, the Helpdesk's agent is still able to accept/reply to the ticket under the deleted category/sub-category.
• Report:
  • System able to capture previous deleted sub-category/category tickets in report.
  • The affected part is only the report filter as the deleted sub-category/category will be deleted from the report filter. This may affect if you have specific work process that need to use report filter when generate the report:
    
  • However, you can still able to generate the deleted category/sub-category report by not fill in the filter for Category & Sub-Category as per above screenshot.