Organizing drop-down list options Follow

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14 comments

  • Avatar
    Tom R

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

  • Avatar
    Heather R (Edited )

    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

  • Avatar
    Eric Johnson (Edited )

    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.

  • Avatar
    Colin Piper

    @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.

  • Avatar
    James Collins

    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?

  • Avatar
    Colin Piper (Edited )

    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:' }}

  • Avatar
    Karen Berthiaume

    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?

  • Avatar
    Jessie Schutz

    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.

  • Avatar
    Jason Littrell (Edited )

    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}}

  • Avatar
    Aron Trimble

    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?

  • Avatar
    Nicole Relyea

    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. 

  • Avatar
    Talos

    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!

  • Avatar
    Jessie Schutz

    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.

  • Avatar
    Vincent Nonnenmacher

    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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