Learn how to change the Subcategory form to make it a control center for your workflow automation! Status-based actions, automatic routing, table-driven approvals, linking specifics, friendlier service catalogs, and quick tickets will be discussed in this session. Join us to learn some best practices to ensure you are leveraging subcategories to their highest potential.

1. Don has implemented scores of service desks with Cherwell Service Management
and Bendata’s HEAT® product. Don was the first beta customer for CSM while
managing an internal/external support desk for InStar Systems, an award winning
medical software company. He recently completed a large Cherwell
implementation engagement in New Zealand. Don is the senior classroom trainer
for the Cherwell Service Management certification programs. His Technical
Certifications include ITIL Foundations v2, v3, Cherwell Service Management,
Cherwell Report Writer, Crystal Report Writer, HEAT Service & Support, HEAT Asset
Tracker and Certified HEAT Trainer. He has technical expertise in Cherwell
Implementations and Workflow Design, Cherwell Certified Trainer, MS SQL, Data
Analysis and Reporting.
Don Lacasse
Cherwell Software
“Subcategories on Steroids”

2. Subcategories on Steroids
How to supercharge your Subcategory table to be the control
center for your whole Incident / Request process
Don Lacasse –Senior Consultant / Service Delivery Manager

3. What are Subcategories on Steroids?
• Enhances the importance of Subcategory; they
can drive almost all Incident/Request workflow
• Makes automation table driven; no blueprints
• Provides a great method for Quick Calls
• Can be done in stages or pieces
• This talk is to show ideas, not “how to build”
• mApps available soon in the mApp Exchange

4. The Big Picture.
Literally. This is a big picture of the whole screen. Big, isn’t it?

5. General Info
Default Team
 Auto Routing to Team or
Person
Specifics Screen
 Bypass the Group Map
 Table Driven; no blueprint
Specifics Report Action
 Custom print section for
the selected Specifics
 Can be appended to ticket
printout one-step
Key Words
 Alternate / Slang /
Abbreviated terms to find
classification

6. Quick Tickets
Instead of hunting through
a pile of folders, just
classify the ticket; all of
these fields will fill in
automatically.
Add additional default
fields as needed
If you select the “Quick
Ticket” checkbox, then this
ticket will be closed
automatically when saved.

7. Portal Fields
Customers shouldn’t see the
raw
Service/Category/Subcategory
classifications; they’re not
trained techs!
These fields let you define
alternate wording and
grouping for use by an action
catalog (i.e. the Service
Catalog)

8. Process / Status Actions
Set up specific actions to
kick off for each status
Launch the action from
the Status Update one-
step, or from Automatic
Action, or from
Automation Processes.
You only need one rule
per status for ALL
subcategories
“Run Once” flag
prevents repeat launch if
status is reset

9. Approvals
Table driven approvals;
only need one Approval
setup per level; actions
change depending on
classification
Initiation action is
launched by the Status
Update action; this
creates the approval
requests and initiates the
process