Managing Incident Categories

Scenarios

If the incident category name provided by the system does not match the incident category defined in the service process, you can change the incident category. After the incident category is changed, you can view the latest incident category on the incident creation page.

Creating an Incident Category

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. Access the Incident Process tab and click the Incident Category tab.
4. Click Create Incident Category.

   Table 1 Parameters for creating an incident category

   Parameter	Description
   Incident Category - Chinese Name	Enter the name of the incident category in the Chinese environment.
   Incident Category - English Name	Enter the name of the incident category in the English environment.
   Description - Chinese	Enter the detailed description of the incident category for the Chinese environment.
   Description -English	Enter the detailed description of the incident category for the English environment.

5. Click OK.

   The incident category is created.

Changing an Incident Category

The preset incident category cannot be changed.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. Access the Incident Process tab and click the Incident Category tab.
4. Locate the incident category you want to change and click Change in the Operation column.
5. Set parameters for changing the incident category.

   Table 2 Parameters for changing the incident category

   Parameter	Description
   Incident Category - Chinese Name	Enter the name of the incident category for the Chinese environment.
   Incident Category - English Name	Enter the name of the incident category for the English environment.
   Description - Chinese	Enter the detailed description of the incident category for the Chinese environment.
   Description -English	Enter the detailed description of the incident category for the English environment.

6. Click OK.

   The incident category is changed.

7. Locate the incident category you want to enable or disable and click the feature flag to enable or disable feature.

   Enable or disable an incident category. After an incident category is disabled, it cannot be used.

Deleting an Incident Category

The preset incident category cannot be deleted.

1. Log in to COC.
2. In the navigation pane, choose Basic Configurations > Process Management.
3. Access the Incident Process tab and click the Incident Category tab.
4. Locate the incident category you want to delete and click Delete in the Operation column.
5. Click OK.

   The incident category is deleted.