What it means for an issue to belong to a category
Classifying an issue is the first step, not the result. Each case answers different questions:
Your organization decides how each category is handled. Exclusions and the other control elements are described in Control and governance.
The direct help of Assist Chatbot doesn’t depend on the ticket category. The Chatbot can try to help the employee even if the case hasn’t been classified, within its action limits and permissions.
How to read the catalog
- Original labels. On this page, each category appears with its original catalog label. The description helps you interpret it.
- Generic labels. Some categories, such as Application — generic label or Network — generic label, classify issues in a family without identifying a specific problem.
- Out of scope. The Out of scope family groups out-of-scope matters, such as informational questions or physical hardware. Being classified by triage doesn’t mean Solve can resolve them.
- Security. The categories in the Security family classify issues. See Security scope.
Catalog families
Categories by family
Branch office
Offices and branches.Browser
Web browser.Business applications
Business applications.Digital signature
Digital signature.Email & collaboration
Email and collaboration.Identity & access
Identity and access.Network & connectivity
Network and connectivity.OS health & performance
Operating system health and performance.Out of scope
Out of scope. These categories classify out-of-scope matters.Peripherals
Peripherals.Platform & infrastructure
Platform and infrastructure.Printing
Printing.Security
Security.These categories classify issues; their existence doesn’t mean Solve resolves every security incident. See Security scope.
Software deployment
Software deployment.Storage
Storage.VDI & remote desktop
VDI and remote desktop.