> For the complete documentation index, see [llms.txt](https://athome-1.gitbook.io/athome-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://athome-1.gitbook.io/athome-docs/setup/dropdowns/categories.md).

# Categories

A category can be made hierarchical:

* by selecting a parent category using in first tab the field `As child of`
* by adding a new child category in tab `ITIL Categories`

## ITIL categories

ITIL categories can be managed in dropdown setup ***`Setup`** >* **`Dropdowns`** *> **`Ticket Categories`***.

ITIL categories are used by Tickets, Changes and Problems.

![ITIL category](https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-0967486d6c132758c7773c673ca5cfd16cd7260d%2Fitilcategory.png?alt=media)

A person in charge and/or a technical group can be added to this category and will then be used for notifications.

A knowledge base category can also be associated to this category; this will register the solution in this category of the knowledge base.

In this example, if you have a ticket with the category "Hard disk failure" which is linked to the KB category "Failure > Computer", when you add a solution to the ticket with "Save to Knowledge base" set to "Yes", the default category in the new Knowledge base Article form that opens will be "Failure > Computer".

A category can be invisible in simplified interface, in order to reduce list of categories for end-users. It can also be made visible or not for incidents, demands, problems or changes.

A template can be associated with this category and will be loaded when this category is selected in ticket. This template can be different for demands and incidents.

{% hint style="success" %}
When building a helpdesk, it is important to choose carefully the list of available categories: a too large number visible by end-users will make ticket creation less easy, whereas a too small number will not allow you to correctly qualify the demand.

Ticket categories allow to do automatic processing when creating a ticket, for instance modify ticket attributes; see [Business rules for tickets](/athome-docs/administration/rules/ticketbusinessrules.md).
{% endhint %}

## Task categories

Task categories are used to sort task in order to ease their processing or to build meaningful statistics.