Admin - Category configuration features needed
A couple of features are needed within the configuration options of Categories. I'm not sure why one existing feature exists, at all.
When you define a category you can select a Technician. This is a general bad idea. You wouldn't want a category of requests to go to an individual. What if that individual is on vacation? What if that individual is part of a 10-tech department? From an enterprise perspective, being able to define a GROUP allows for more flexibility and allows a GROUP MANAGER to assign any request to the Technician they desire. However, I'm not sure why this exists in the category configuration option because you could use BUSINESS RULES to assign any requests of a category to a GROUP (or technician).
If I were a USER filling out a form and I have my Category configured to assign all "Email" requests to "John Doe", but I also have Business Rules that say IF Category = Email, "Assign to EMAIL MGMT GROUP" - which admin setting would win? Would the Category-configuration assign that ticket to John Doe or would the Business Rules assign it to the EMAIL MGMT Group?
Additionally, if you're going to have the option to assign Categories to Technicians (And GROUP, needed feature) - you should have the same options for SUB-CATEGORIES. A Sub-Category would be more specific and should over ride whatever is set for CATEGORIES. Consider the following example. Each GROUP (needed feature) that would be assigned is included in brackets.
----------------------------------------
CATEGORY - Email (Server Group)
....SUB-CATEGORY - Spam Issue (Security Group)
.........ITEM - Internal Source (Legal Group)
....SUB-CATEGORY - Distribution List (Server Group)
....SUB-CATEGORY - Alias Setup (Helpdesk Group)
....SUB-CATEGORY - Marketing (HR Group)
----------------------------------------
If a ticket is created an ONLY category is defined in the request, then it would be assigned to the Server Group. Who, assumably, manages the email server. However, if a category of EMAIL AND a SUB-CATEGORY of "Spam Issue", then the request would get assigned to the Security Group, instead. Since the Sub-Category is more specific, it would over ride the category configuration. Likewise, if "Alias Setup" is selected as a sub-category, it would be assigned to the Helpdesk group.
If Email, Spam Issue and an ITEM of "Internal Source", meaning someone inside the company is suspected of spamming, etc. - then that is even MORE specific than the Sub-Category, so it wouldn't be assigned to the Server OR the Security Group, it would be assigned to the Legal Group.
Catch my drift?
When you define a category you can select a Technician. This is a general bad idea. You wouldn't want a category of requests to go to an individual. What if that individual is on vacation? What if that individual is part of a 10-tech department? From an enterprise perspective, being able to define a GROUP allows for more flexibility and allows a GROUP MANAGER to assign any request to the Technician they desire. However, I'm not sure why this exists in the category configuration option because you could use BUSINESS RULES to assign any requests of a category to a GROUP (or technician).
If I were a USER filling out a form and I have my Category configured to assign all "Email" requests to "John Doe", but I also have Business Rules that say IF Category = Email, "Assign to EMAIL MGMT GROUP" - which admin setting would win? Would the Category-configuration assign that ticket to John Doe or would the Business Rules assign it to the EMAIL MGMT Group?
Additionally, if you're going to have the option to assign Categories to Technicians (And GROUP, needed feature) - you should have the same options for SUB-CATEGORIES. A Sub-Category would be more specific and should over ride whatever is set for CATEGORIES. Consider the following example. Each GROUP (needed feature) that would be assigned is included in brackets.
----------------------------------------
CATEGORY - Email (Server Group)
....SUB-CATEGORY - Spam Issue (Security Group)
.........ITEM - Internal Source (Legal Group)
....SUB-CATEGORY - Distribution List (Server Group)
....SUB-CATEGORY - Alias Setup (Helpdesk Group)
....SUB-CATEGORY - Marketing (HR Group)
----------------------------------------
If a ticket is created an ONLY category is defined in the request, then it would be assigned to the Server Group. Who, assumably, manages the email server. However, if a category of EMAIL AND a SUB-CATEGORY of "Spam Issue", then the request would get assigned to the Security Group, instead. Since the Sub-Category is more specific, it would over ride the category configuration. Likewise, if "Alias Setup" is selected as a sub-category, it would be assigned to the Helpdesk group.
If Email, Spam Issue and an ITEM of "Internal Source", meaning someone inside the company is suspected of spamming, etc. - then that is even MORE specific than the Sub-Category, so it wouldn't be assigned to the Server OR the Security Group, it would be assigned to the Legal Group.
Catch my drift?