You can create drop-down lists that contain up to six levels of organization. This is done using the same technique for organizing macros (see Organizing your macros ).
Note:
For information about creating custom drop-down fields, see
Adding and using custom ticket fields
,
Adding custom fields to users
, and
Adding custom fields to organizations
.
The titles of your custom field options contain the categories and selection value separated by double colons, like this:
On the request form, the custom drop-down list looks like this:
As with drop-down list options that do not contain categories, your tags should be for the selection value.
Comments
14 comments
This is horrific - why can you not link categories in a user friendly way.
To Gabriele's point, we too would like to be able to report out on first or second level categories and not all the way down in the weeds. I don't see why there can't be wildcards in views and/or reports so that using Gabriele's example:
1. Information::General::Promotions
1. Information::General::Warranty
1. Information: Product Infromation::Stock & Availability
2. Order::Order Validation
2. Order::Order Cancellation::Price
2. Order::Order Cancellation::Processing Slow
why couldn't we use Meet All the Following Conditions:
Ticket: Tags
Contains at least on of the following
order__*
... instead of using the Meet ANY of the following and having to list the tags for the fields separate like this
2Order_Order_Validation
2OrderOrder_CancellationPrice
2OrderOrder Cancellation_Processing Slow
I have a small suggestion regarding Andrea's dilemma. Reporting on multiple layers would be much easier to accomplish if we could set multiple tags from a single drop-down field option. For example:
Dropdown Field Options:
2. Order::Order Validation
2. Order::Order Cancellation::Price
2. Order::Order Cancellation::Processing Slow
Resulting Tags:
Order AND Order_Validation
Order AND OrderCancellation AND Price
Order AND OrderCancellation AND ProcessingSlow
Unfortunately, the ability to add multiple tags with one field option does not seem to exist. If it could be added, we could simply include all desired tags for each field option as in the example above, and design our reports to pick up on whichever field we need. Also, to make the above work, duplicate tags would have to be allowed.
@Eric, interesting idea but probably not workable in reality. Selecting a dropdown value stores the value as the tag and applying a tag will automatically display the value. So it is a two way function. What happens if only one of the tags is present?
Why not have two fields and use a dependency value app to filter the possible values of the second field? This is the way I do it - when my agents solve a ticket they have Category, Sub-category and Cause. But the last two fields are not always visible and when they are, the possible values alter depending on the values from the Category fields. I did payout for Cloudset to get this functionality in a quick and easy way but it was worth it for solving problems just like this.
Hey guys. In my macros I have a template that pulls in data from a dropdown custom ticket field that I built. The field is categorized just like the example above. Here's the tag I use: {{ticket.ticket_field_option_title_30110307}}
My problem/question is that I would just like the tag to spit out the final selected value, rather than showing category1::category2:item. So using the example at the top of this page, I would like the tag in my macro to just spit out the value "Mondocam ZD-89" rather than "Digital Compact Cameras::Mondocam ZD 89."
Any ideas?
Now this may not be the best solution ever but here is something similar that I have. I guess since it worked I didn't bother to look for a better solution.
{{ ticket.ticket_field_option_title_21816991 | remove:'Something is not working::' | remove:'Configuration assistance::' | remove:'Nothing is working::' | remove:'Please help::' | remove:'About my account::' | remove:'Hosted Solutions::' | remove:'Orders / Sales::' | remove:'Account Settings::' | remove:'Device Configuration::' | remove:'Connectivity & Networking::' | remove:'Telephony Faults::' | remove:'Billing Matters:' }}
Have drop down with 10 items - all is well. I need to add number 11 and I can't get it to display. Everything looks okay on maintenance page but on ticket it displays only 10. Is this an undocumented limitation?
Hey Karen!
This might be a caching issue...have you tried reloading your browser? Also, if you're working with ticket forms you might need to re-add the field to the form(s) you're using.
This is a little late, but here's a quick way to achieve what James Collins is looking for:
{{ticket.ticket_field_option_title_<field ID number> | split: "::" | last}}
Does anybody have any suggestion for how to use a categorized field in a GoodData (Insights) report?
e.g.
We have an About field that might look like this:
Microsoft::Office::Excel
Is there any way to create a report that only displays the last level "Excel" in the output?
Hi Aron -
I checked with one of our Insights experts, and this was her response:
"GoodData doesn't have attribute grouping, and it doesn't have a way to hide or change your report display.
We have this recipe - https://support.zendesk.com/hc/en-us/articles/226126628-Insights-recipe-Reporting-on-nested-drop-down-fields - to report on groups of nested values together, but it doesn't change how they're displayed."
I know it's not exactly what you were looking for, but I hope this helps.
Hi.
Is there no better way to add country drop-down list to ticket-field?
And can logic (if this; then that) be apply to selections?
Thanks!
Hey Talos!
If you're on Professional or Enterprise, you could take a look at our Conditional Fields App; I think that would do what you're looking for. If you're on Team or Essential, though, the above technique is going to be the only option available to you.
I there is a way using the API to add Ticket Field of type 'drop-down' that aren't 'tagger' ?
Sometimes, it is more confusing to automatically add 'tags', when looking the 'drop down', is sufficient.
Especially when the 'tags' area tend to be cluttered with lots of not so useful 'long values'(i.e that aren't used by other logic or aggregation needs).
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