6.5 [Category Management]

The “Category Management” function manages categories to classify FAQ articles (knowledge articles in Ops I). You can add, edit, and delete categories, and set viewing permissions.
Furthermore, it has the following characteristics.

  • Further subcategories can be added within a category, and FAQ articles can be classified hierarchically.
  • You can add up to 5,000 categories. If you try to add a 5,001st category or beyond, the following error message is displayed: "The maximum number of categories is 5,000.".
  • The added categories are displayed in the knowledge application. For details, see "Functions > Knowledge" in "JP1 Cloud Service/Operations Integration User's Guide".
  • Categories can be embedded in the service portal screens for specific customers*1 or user groups*2. For details on the service portal, see "Designing and Building Your Operation > Task design > Knowledge management" in "JP1 Cloud Service/Operations Integration User's Guide".
*1: Customers: Customers registered through "Customer registration".
*2: User groups: Groups created through the [User management] screen of the system application. For details, see "Functions > System > User management > Groups" in "JP1 Cloud Service/Operations Integration User's Guide".

NoteNote

If no customers or user groups of the category are specified, the category will be made visible to everyone.
If you specify a customer or user group, it will not be made visible to customers or user groups that are not specified. If you want to make it visible only to specific customers or user groups, prepare and specify the customers or user groups that you want to make it visible to in advance.
For details, see "Category separation by customer" or "Category separation by group" under "Designing and Building Your Operation > Task design > Knowledge management > Access control of knowledge articles" in the "JP1 Cloud Service Operations Integration User's Guide".


(1) Add a category

The procedure for adding a category is as follows.

1. From the main menu, select [FAQ] - [Category Management].
2. On the [FAQ Category Management] screen, click the [Add category] button.
3. On the [Add FAQ Category] screen, in [Add Category], enter the following information, and then click the [Submit] button.

(Table) Input details for adding a category

Field Description
Name* Category name
If [Label(ja)] or [Label(en)] is not set, the category name displayed on the screen is used.
You can enter a maximum of 50 characters in total, regardless of whether they are single-byte or double-byte characters.
Label(ja) Japanese category name
For the category display name on the screen, you can enter a maximum of 50 characters in total, regardless of whether they are single-byte or double-byte characters.
Label(en) English category name
For the category display name on the screen, you can enter a maximum of 50 characters in total, regardless of whether they are single-byte or double-byte characters.
Subcategory of Parent category name
If you want to add the category to the hierarchical level under an existing category, select the parent category.
Validity Specify "valid".
Comment* You can enter the content of this category and reference it while making classifications in the future.
This comment is displayed on the FAQ [Explorer] screen and as a category of the knowledge application.
You can enter a maximum of 80 characters in total, regardless of whether they are single-byte or double-byte characters.
Inherit the Customer and User group from the parent category The customers and user groups set for the parent category are applied to this category.
By default, the checkbox is selected, and you cannot edit the [Customer] or [User group] fields. If you want to set different access controls from the parent category, clear the checkbox and specify the customers and user groups.
If you do not clear the checkbox when creating the top-level category, that category will be made visible to everyone.
Customer Select the customers who can view this category from the list. You can specify a maximum of 250 customers.
If you clear the [Inherit the Customer and User group from the parent category] checkbox, you can edit it.
User group Select the user groups who can view this category from the list. You can specify a maximum of 250 user groups.
If you clear the [Inherit the Customer and User group from the parent category] checkbox, you can edit it.
*Required item

NoteNote

  • If you set both customers and user groups, access is limited to users who meet both conditions.
  • If you do not select the [Inherit the Customer and User group from the parent category] checkbox, the category will have access control independent of its parent category. For this reason, even if you do not have access rights to the parent category but have access rights to the relevant category, you can access that category. Set access controls appropriately for each hierarchical level.


4. The added category and the configured customers and user groups are displayed in [List] on the [FAQ Category Management] screen. If "..." is displayed after the customer and user group names, hovering the mouse over it will display the full settings.

(2) Edit a category

The procedure for editing a category is shown as follows.

1. From the main menu, select [FAQ] - [Category Management].
2. From [List] on the [FAQ Category Management] screen, select a category you want to update.
3. On the [Edit FAQ Category] screen, edit the content you want to change and click the [Submit] button.
For details on input fields, see "(Table) Input details for adding a category".

NoteNote

If the [Inherit the Customer and User group from the parent category] checkbox is selected, adding, changing, or deleting customers or user groups of the parent category will automatically update the settings of the subcategories.
Note that subcategories of a category for which the checkbox is cleared will not be updated, even if their checkboxes are selected.
For details, see "(Figure) Impact of adding, changing, or deleting customers or user groups of the higher-level category".


(Figure) Impact of adding, changing, or deleting customers or user groups of the higher-level category

(Figure) Impact of adding, changing, or deleting customers or user groups of the higher-level category (Figure) Impact of adding, changing, or deleting customers or user groups of the higher-level category


(3) Delete a category

Only categories for which no FAQ articles are associated can be deleted.
If you attempt to delete other categories, the following message is displayed.

You can not delete this category. It is used in one or more articles.
This category is used in the following FAQ article(s):
FAQ#: FAQ number — FAQ title

If you want to hide categories that cannot be deleted, you can temporarily invalidate them. For details on how to invalidate categories, see “Invalidate a category”.

The procedure for deleting a category is shown as follows.

1. From the main menu, select [FAQ] - [Category Management].
2. From [List] of the [FAQ Category Management] screen, click the Delete icon to the right of a category you want to delete.
3. On the displayed dialog box, click [Yes] to confirm the deletion.

(4) Invalidate a category

By invalidating a category, you can temporarily hide the category.
Invalidating a category applies to only the category that was invalidated. It does not affect the lower-level categories.
In the knowledge application, only valid categories are displayed, starting from the highest level.

The procedure for invalidating a category is shown as follows.

1. From the main menu, select [FAQ] - [Category Management].
2. From [List] on the [FAQ Category Management] screen, select a category you want to invalidate.
3. In the [Validity] field on the [Edit FAQ Category] screen, select [invalid] or [invalid-temporarily], and then click the [Submit] button.
4. In [List] on the [FAQ Category Management] screen, [invalid] or [invalid-temporarily] is displayed for the category.

By selecting [valid] in the [Validity] field in step 3, you can use an invalidated category again.