Help center Core configuration Assets Configure asset categories Updated Monday, October 26, 2026 · Marc Staine Asset categories organize products, equipment or other supported assets into a useful hierarchy. Division scope helps teams select the categories relevant to their work. Applies to: Supportbench Core. Location: Settings → Assets → Categories. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Assets → Categories.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Category definitionSettingWhat it controlsHow to chooseName / DescriptionIdentifies and explains the record.Use terminology your team recognizes.ActiveControls normal availability.Review references before deactivating.Name / Description limitsName up to 50 and description up to 250 characters.Keep category names concise.Parent categoryPlaces the category in a hierarchy and participates in inherited division scope.Choose a parent that accurately represents the relationship.DivisionOne division for a root category. Child categories inherit their parent’s division.Review the inherited division before moving a category and check its availability from the intended division. Behavior to knowReview parent and division effects together when reorganizing a category. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Create a category for a distinct product family.Place it under the appropriate parent and review division inheritance.Save, create a test asset in the category and verify selection from the intended division. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Assets → Configure assets and their customer relationshipsOrganization → Configure divisions Was this article helpful? Yes No Thank you for your feedback.