> ## Documentation Index
> Fetch the complete documentation index at: https://docs.flexxible.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Categories and scope

> The catalog of 75 categories in 16 families that Flexxible Solve uses to classify issues, and what it means for an issue to belong to a category.

The Flexxible Solve catalog classifies issues into 75 categories grouped into 16 families. Triage uses these categories to classify each ticket and determine how it's handled.

A category indicates what an issue is about. It's not a promise of repair: the catalog includes generic labels and out-of-scope matters, and what Solve can do in each case also depends on technical limits, your organization's configuration, and the case itself.

## 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:

| Concept | Question it answers |
| - | - |
| Classification | What is the issue about? Triage assigns it to a category. |
| Technical eligibility | Can it be addressed technically with the available context? |
| Authorization | Do your organization's configuration and the action limits allow the action to run? |
| Result | What happened next: was the issue resolved, or does the case continue? |

Your organization decides how each category is handled. Exclusions and the other control elements are described in [Control and governance](https://docs.flexxible.com/en/features/flexxible-solve/governance.md).

> [!NOTE]
>
> The direct help of [Assist Chatbot](https://docs.flexxible.com/en/features/flexxible-solve/assist-chatbot.md) 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](https://docs.flexxible.com/en/features/flexxible-solve/governance.md#security-scope).

## Catalog families

| Family | Description | Categories |
| - | - | - |
| Branch office | Offices and branches | 5 |
| Browser | Web browser | 2 |
| Business applications | Business applications | 7 |
| Digital signature | Digital signature | 4 |
| Email & collaboration | Email and collaboration | 10 |
| Identity & access | Identity and access | 4 |
| Network & connectivity | Network and connectivity | 3 |
| OS health & performance | Operating system health and performance | 10 |
| Out of scope | Out of scope | 5 |
| Peripherals | Peripherals | 7 |
| Platform & infrastructure | Platform and infrastructure | 1 |
| Printing | Printing | 4 |
| Security | Security | 2 |
| Software deployment | Software deployment | 3 |
| Storage | Storage | 5 |
| VDI & remote desktop | VDI and remote desktop | 3 |

## Categories by family

### Branch office

Offices and branches.

| Category | Description |
| - | - |
| ATM — software/OS (agent) | ATMs: software and operating system (with agent). |
| Cash recycler — remote software/config | Cash recyclers: remote software and configuration. |
| Financial printer (PC-attached) | Financial printers connected to a PC. |
| Kiosk — software (Windows endpoint) | Kiosks: software on Windows devices. |
| Payment terminal — liveness/binding (PC-attached) | Payment terminals connected to a PC: checking that they respond and their binding. |

### Browser

Web browser.

| Category | Description |
| - | - |
| Browser — reset/config/extensions | Browser: reset, configuration, and extensions. |
| Webapp — access/cache/compatibility | Web applications: access, cache, and compatibility. |

### Business applications

Business applications.

| Category | Description |
| - | - |
| App — config/crash (process/service) | Applications: configuration or unexpected crashes (process or service). |
| App backend unreachable | Application server (backend) unreachable. |
| Application — generic label | Generic application label. |
| Business app server-side error | Server-side errors in business applications. |
| Functional / data / transaction | Functional, data, or transaction issues. |
| Host emulator (3270/5250) | Host emulators (3270/5250). |
| Managed thick client (SAP GUI/Acrobat/Java) | Managed thick clients (SAP GUI, Acrobat, Java). |

### Digital signature

Digital signature.

| Category | Description |
| - | - |
| Autofirma (health) | Autofirma health. |
| Expired certificate / renewal | Expired certificate or certificate renewal. |
| LexNET | LexNET-related issues. |
| Signature platform — server side | Signature platform: server side. |

### Email & collaboration

Email and collaboration.

| Category | Description |
| - | - |
| Calendar / scheduling | Calendar and meeting scheduling. |
| Email — generic label | Generic email label. |
| Lotus Notes (client config) | Lotus Notes client configuration. |
| M365 license / activation | Microsoft 365: license or activation. |
| Notes ID / password (Domino) | Notes ID or password (Domino). |
| Office health (Word/Excel) | Office health (Word, Excel). |
| Outlook (connectivity + profile) | Outlook: connectivity and profile. |
| Shared mailbox / delegation | Shared mailboxes and delegation. |
| Teams — audio/video devices | Teams: audio and video devices. |
| Teams — client cache/config | Teams: client cache and configuration. |

### Identity & access

Identity and access.

| Category | Description |
| - | - |
| Identity — generic label | Generic identity label. |
| Locked account + assistance | Locked account and assistance. |
| Password reset | Password reset. |
| SSO / Hello diagnostics | Single sign-on (SSO) and Windows Hello diagnostics. |

### Network & connectivity

Network and connectivity.

| Category | Description |
| - | - |
| Endpoint connectivity (DNS/LAN/WiFi) | Device connectivity (DNS, LAN, Wi-Fi). |
| Network — generic label | Generic network label. |
| VPN / remote proxy | VPN or remote proxy. |

### OS health & performance

Operating system health and performance.

| Category | Description |
| - | - |
| BSOD / system crashes | Blue screens (BSOD) and system crashes. |
| Device — generic label | Generic device label. |
| GPO application | Group Policy (GPO) application. |
| High CPU/RAM (slow device) | High CPU or RAM usage (slow device). |
| OS repair (SFC/DISM) | Operating system repair (SFC/DISM). |
| Pending reboot / time drift | Pending reboot or time drift. |
| Secure channel / domain | Secure channel and domain trust relationship. |
| Slow/failed boot | Slow or failed boot. |
| Temporary/corrupt profile | Temporary or corrupt profile. |
| Windows Update failures | Windows Update errors. |

### Out of scope

Out of scope. These categories classify out-of-scope matters.

| Category | Description |
| - | - |
| Fixed and mobile telephony/MDM | Fixed and mobile telephony, and mobile device management (MDM). |
| Informational questions | Informational questions. |
| Physical hardware (PC + branch + on-site) | Physical hardware: PCs, office and branch equipment, and on-site support. |
| Service requests (non-DEX) | Service requests not related to digital employee experience (DEX). |
| Unmapped | Issues that don't correspond to any of the other categories. |

### Peripherals

Peripherals.

| Category | Description |
| - | - |
| Audio devices | Audio devices. |
| Displays / docking | Displays and docking stations. |
| Generic USB / PnP | Generic USB and Plug and Play devices. |
| Keyboard/mouse (config, not HW) | Keyboard and mouse: configuration, not hardware. |
| Signature pad (driver + service) | Signature pads: driver and service. |
| Smartcard / DNIe reader | Smart card or DNIe readers. |
| Webcams | Webcams. |

### Platform & infrastructure

Platform and infrastructure.

| Category | Description |
| - | - |
| Platform / infrastructure incidents | Platform or infrastructure incidents. |

### Printing

Printing.

| Category | Description |
| - | - |
| Print server / follow-me | Print server and *follow-me* printing. |
| Print/scan hardware | Printing and scanning hardware. |
| Scanner configuration | Scanner configuration. |
| Spooler / driver / printer mapping | Print spooler, drivers, and printer mapping. |

### Security

Security.

| Category | Description |
| - | - |
| AV/Firewall — diagnostics | Antivirus and firewall: diagnostics. |
| BitLocker / EDR / incidents | BitLocker, EDR, and incidents. |

> [!NOTE]
>
> These categories classify issues; their existence doesn't mean Solve resolves every security incident. See [Security scope](https://docs.flexxible.com/en/features/flexxible-solve/governance.md#security-scope).

### Software deployment

Software deployment.

| Category | Description |
| - | - |
| SCCM/CCM agent repair | SCCM/CCM agent repair. |
| Software — generic label | Generic software label. |
| Software install/removal (catalog) | Installing or uninstalling software from an application catalog. |

### Storage

Storage.

| Category | Description |
| - | - |
| Critical disk space | Critical disk space. |
| NTFS permissions anomaly | NTFS permission anomalies. |
| OneDrive/GDrive sync | OneDrive or Google Drive sync. |
| Shared folder access denied | Access denied to shared folders. |
| Unmapped network drive | Unmapped network drive. |

### VDI & remote desktop

VDI and remote desktop.

| Category | Description |
| - | - |
| VDI client on endpoint (Citrix Workspace) | VDI client on the device (Citrix Workspace). |
| VDI performance (HDX layer) | VDI performance (HDX layer). |
| VDI session restart/access | Restarting or accessing VDI sessions. |

![Categories and decisions: volume by category and action success](https://mintcdn.com/flexxible/eenfFb-E4zI8tWtO/images/features/solve-categories-decisions.png?fit=max\&auto=format\&n=eenfFb-E4zI8tWtO\&q=85\&s=41d9ecb09a0885f2cb98d4518df5152d)

## Categories in the trial

In the Solve trial, your organization chooses 10 categories from the catalog. The selection isn't a Flexxible recommendation: it depends on the issues you're most interested in evaluating. See [Run a first Solve trial](https://docs.flexxible.com/en/guides/solve-first-trial.md).