Organizing drop-down list options Follow

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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.

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Comments

  • 0

    This is horrific - why can you not link categories in a user friendly way.

  • 0

    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
    2Order
    Order_CancellationPrice
    2Order
    Order Cancellation_Processing Slow

    Edited by Heather R
  • 0

    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.

    Edited by Eric Johnson
  • 0

    @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.

  • 0

    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?

  • 0

    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:' }}

    Edited by Colin Piper
  • 0

    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?

  • 0

    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.

  • 0

    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}}

    Edited by Jason Littrell
  • 0

    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?

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