Use this screen to add categories to the system. The category management screen is available in the Categories module of the Ticket Settings group.

Category Management Screen

Category Management Screen

Manage Categories

To add a category:

  1. Click on the Add category button in the left sidebar.

  2. Fill in the required fields.

  3. Click on the Save button.

Add Category Screen

Add Category Screen


Categories can not be deleted from the system. They can only be deactivated by setting the Validity option to invalid or invalid-temporarily.

To edit a category:

  1. Click on a category in the list of categories.

  2. Modify the fields.

  3. Click on the Save or Save and finish button.

Edit Category Screen

Edit Category Screen

Category Settings

The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory.

Category *

The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table.

Sub-category of

It is possible to add the new category under an existing one as sub-category. This will be displayed as Parent Category::Child Category.

Valid *

Set the validity of this resource. Each resource can be used in OTRS only, if this field is set to valid. Setting this field to invalid or invalid-temporarily will disable the use of the resource.


Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.

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