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Categories and Incident forms

You can customize Incident forms for each category with different tabs that contain category-specific information. For example, information required to solve a software Incident record is different from information required to solve an equipment Incident record. Some forms may also have a Service Referral group of fields.

When you gather information about an Incident record or a Service Desk interaction, you will add the information to an initial form, select a category, and then click New to add the record. The form associated with the category of the Incident opens. If you assign the wrong category to an Incident record, you can reassign the category of the Incident if you have an appropriate Security Profile.

Service Manager administrators can add and revise Incident categories.

Related topics

Incident Management overview
Incident Management administrator tasks
Incident Management categories
Adding a new category subform