Categories

[figozz]

What is the best practice for creating categories for tickets.

i.e. Categories for different types of hardware, software or service.

Do you need to create these as queues or is there another way?

Thanks.

[choenig]

Best practice is to use queues and subqueues. But I've seen an installation, which uses the "services" to get some kind of categories...

[yuri0001]

The best practice - is from your needs and how are you create your Service Desk, how your stuff organized, ie your business processes.
Category is your own term & what & whom you want to say with this term? If it is for Ticket Manager which see your Category in ticket and redirect it to right queue or something else.
Service, to my mind, is term of service contract & reflect rules of it processing.