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Hey! I'm unsure if this has been raised before but it would be great to have sub-sub-categories. Our company has ave SO many categories that sit with in sub categories so this would help clean up our ticket system immensely meaning it's easier for end users to navigate and raise tickets. Is there any plan for this? Cheers!
When i merge a ticket it should take all of the details from the parent ticket. site, department, category, subcategory, assignee, impact/priority at this time it only auto closes and leaves everything blank then as an admin I must track it down and correct it due to our metrics and reports.
I noticed when utilizing the filter option 1. Incidents. When I chose category, I am able to select the select the category, and then there is an option for Equal to or not equal to, meaning, if I chose not equal to, the categories I chose will not be displayed. 2. Reports (Incident management > Incidents over time) When I…
Currently no way to add Categories here. I know we can use a custom field as a workaround but it would be easier for agents to add in the system field instead
Field Dependencies that use "Category/Subcategory" as their controlling field do not work on Service Catalog forms. The Dependent field dropdown simply reads "No Results." Using any other controlling field on the form, it works as expected, but the hardcoded "Category/Subcategory" up top are not fields the user can…
When creating a new service catalog item you are able to add a process called update record. I would be great to be able to select category and subcategory in here. This way depending on the selection made in the form you are able to select the correct category. This way i can use one service catalog item for more…
It would be great to be able to select multiple categories under a solution. It would be good because you may need a solution shown in different categories. Right now, I have to make duplicates of the same solution for each category and if something changes, we have to update each solution. I understand this would be hard…
We have hundreds of Solutions, it would be nice to have a way to sort them into different sections.
Why are the Categories for tickets restricted to two layers deep? I propose you increase the depth available of the Category from 2 to 3 layers deep (one additional subcategory level). This will give us more granular reports and enable more precise analytics.
Ability to have categories and sub categories and custom status independently for problem-
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