Default Categories
What it does:
A new ‘Category’ field will be added to forms for tickets, problems, changes and releases (This will need to be done manually for existing accounts from Admin> Field Templates)
What it means:
More nuanced SLA policies.
Up until now, you could create SLAs for tickets based on the department, group, source or type of the ticket. With category specific SLAs, you can now give ‘network’ issues (which generally affect larger groups) precedence over ‘software’ issues (which typically affect individual users), for instance.
Refer to this solution article for more details on creating SLA policies.