Ability to hide certain subcategories from New Ticket view

Some of our users are getting confused on the differences between Service Requests and Tickets (New Ticket). Is there a way to hide certain subcategories from the New Ticket screen, and only have them visible in the Service Catalog?

I saw a similar feature request, it looks like it's a thing, however I'm having trouble locating/ figuring out how to do so.

Thanks!

Parents
  • ROLES: Requester

    PERMISSION: Create {INCIDENTS}

    RESTRICTION: Create {INCIDENTS}, SCOPE: "Category" <restricted category>, "Subcategory" <restricted subcategory>

    This should prevent the creation by requesters of any ticket with the chosen cat and subcat.

    HOWEVER: It will also prevent them using the catalog items which create tickets of that category so you have to set a new category pair in your catalog items and then use an Automation Rule to change it to the correct one.

Reply
  • ROLES: Requester

    PERMISSION: Create {INCIDENTS}

    RESTRICTION: Create {INCIDENTS}, SCOPE: "Category" <restricted category>, "Subcategory" <restricted subcategory>

    This should prevent the creation by requesters of any ticket with the chosen cat and subcat.

    HOWEVER: It will also prevent them using the catalog items which create tickets of that category so you have to set a new category pair in your catalog items and then use an Automation Rule to change it to the correct one.

Children