Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Category action

Categorizing requests helps you group similar items and create clear reports. Use the Category action to assign a specific category to your request.

Category Action Item

Assign a category to a request

Follow these steps to select and apply a category.

Steps

  1. Locate the Category action item in the action bar.
  2. Navigate the category tree to find the appropriate category.
    • Click the arrow next to a node to expand or collapse sub-categories.
    • Click a category name to select it. The selection is highlighted when active.
  3. Review the description box if it appears. This box provides extra guidance to help you choose the correct category.
  4. Optional: Set the visibility level for this change.
    • Select Customer if you want the customer to see this category update on their portal.
    • The default visibility is controlled by the system setting guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.category.
  5. Click Update.

Expected result

The selected category appears in the Information Panel of the request. The system also records this change in the request Timeline.

Request Information Panel

Change or remove a category

You can adjust the category at any time if the request details change.

Change a category

To change a selection, click a different category in the tree or click the highlighted category again to deselect it. Click Update to save your changes.

Remove a category

If a category is already set and you want to remove it entirely, click Remove.

  • The Remove button only appears when a category is currently assigned.
  • After you click Remove, the category no longer appears in the Information Panel.
  • The system records the removal in the request Timeline.

Configuration notes

  • Enforce selection: Your administrator might require you to select the very last item in a category branch (a “leaf” node). This is controlled by the setting guest.servicemanager.request.category.request.enforceLastItem.
  • Descriptions: You can define or edit category descriptions in the Profiles Configuration.
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