1962454 - How to Add More Parameters/Options to the Service Category and Incident Category Fields in a Service Request

Users need to determine whether additional options can be added to the Service Category and Case Category fields in a Service Request to support more specific categorization and classification of requests.

SAP Business ByDesign

1. Navigate to the Service Desk work center.
2. Select the New Service Request common task.
3. In the Categorization section, locate the Case Category and Service Category fields.

The Service Category and Case Category values available in a Service Request are controlled by the released Service Category Catalog assigned to the Service Requests usage. Once a catalog is released, its existing category structure cannot be directly modified.

Therefore, to add or update the available categories, a new version of the existing Service Category Catalog must be created and released with the required category structure.

The Service Category and Case Category options available in a Service Request are maintained through Service Category Catalogs in the Service Entitlements work center.

If a Service Category Catalog with the usage Service Requests has already been released, you cannot directly add new Service Categories or create another catalog with the same usage. Instead, you can create a new version of the existing catalog and add the required categories.

Follow these steps:

1. Go to the Service Entitlements work center.
2. Navigate to the Service Categories view.
3. Select the relevant Service Category Catalog.
4. Click New and select Version to create a new version of the catalog.
5. In the General tab, specify the date from which the new version should take effect.
6. In the Catalog Structure tab, add the required category names and define the hierarchy.
   The highest-level categories in the hierarchy are displayed as Service Categories.
   The lower-level categories are displayed as Case Categories.
7. After making the required changes, use Change Status to Release the new version of the catalog.
   Once the new version is released and becomes effective, the newly maintained Service Categories and Case Categories will be available for selection in Service Requests.

Service Category;Case Category; Service Category Catalog; Service Request; Service Category Catalog Version , KBA , SRD-CRM-SED , Service Desk , How To