atobias
New Member.
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New Category does not show up in new request list

I know the mechanical process to create categories, types, items. However, I'm having trouble getting this to work.

I created a new category called Phone. (This category was duplicated from the existing Hardware category).
I created a couple of new Item Types. (1408, 1416, Analog). All 3 of theys Types have Catogory of Phone, Request Default is "Default Request Team", and Incident default is "Default Incident Team"
I created several new items with Item number = phone extension (e.g. 2100, 4500, etc.). The Category is Phone, Type is Analog, Status is Deployed.

When I attempt to create a New Request, Phone does not show up in the 'Select a Category' Drop down list., nor does the Item show up if I type it in the Item Search field.

I can see these items in the Items list, and they also show up under Items that are associated with each type.

What do I need to do in order to get a new category to show up as an option in the New Request drop-down list?
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2 Replies
atobias
New Member.

Re: New Category does not show up in new request list

I'm pretty sure this has something to do with the "customers" that get associated with an item. However, being pretty new at Service Desk, I've not been able to find out how the customers get assigned to various categories/types/items.
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atobias
New Member.

Re: New Category does not show up in new request list

I believe I've solved my problem.

This has to do with the org units. Our customers are imported into Service Desk database with one set of "org unit" fields. Other items have been imported with slightly different names for the same org units. A human can understand the intent and interpret both sets of org units as containing the same information. However, the Database sees these as different org units so customers from "Org Unit 1" are not able to see Items from "Org Unit1". Having realized this, I should be able to work on cleaning this up by normalizing my org units across the board and/or setting the org units on items that should be seen by everyone to "All" (ie remove all org units from the item so that All org units and Everybody can see these items).
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