You can create drop-down lists that contain multiple levels of organization. This is done using the same technique for organizing macros (see Organizing your macros).
For information about creating custom drop-down fields, see Adding 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 (::). For example: Digital SLC
Cameras::Professional::Mondocam XD 80.
Multiple values might look like this:
You can create up to 2,000 values in a custom drop-down list, with a maximum length of 255 characters per field.
When you click Preview, the drop-down list will not show nested fields. To check the fields work correctly, save your changes, and test the drop-down list in a ticket.
On the request form, the custom drop-down list looks like this:
33 Comments
Are there any plans to allow nesting of Agent Groups? I could foresee this being beneficial to many teams.
Hi, i find this solution great. However, how can I customize it in Explore or in Views without having the entire field separated by double colons?
Thanks Carlos! i will take a look at it. What about nested drop-down fields in Views? Can i also have those fields separated?
Hello!
Is the ticket fields nesting option available for multiple nesting?
For example:
Type of issue - Issue 1
- issue 1 a
- issue 1 b
If I'm understanding your question – yes, as shown above, you can have multiple levels of nesting in a drop-down field:
Is that what you were asking about?
Hi Dave,
Yes, it is.
My logic was telling me that this should be done under different ticket fields, but I have tested within one field and it works. :) Thanks!
Hi,
Is it possible to change the display value on the Guide versus what the agent sees in Support?
ie. Guide displays "Digital SLR Cameras" vs Support shows "Digital SLR Cameras (ID#123)" so that there's more information to the agent who's working on the ticket?
Thanks!
Hi Aylene,
This is currently not possible to set what an Agent and and an end user see for Drop Down Values. Only the Title can differ but not the values itself.
@... Ema
How did you achieve options within the nested? When adding more colons it nests within a nest :)
Or would you need to create separate fields?
To get multiple options under the same level of nesting, it would look like this:
Top-level menu::Option 1
Top-level menu::Option 2
Does that answer your question?
Hi Jessica,
I´ve done something similar to what Dave just mentioned:
As an example, wanted 4 top maine categories and a few sub categories.
I needed main categories:
My account
My app
My Safety
My Data
Each of these main category had a few subcategories that also had their own dropdown options (for those I nested within the subcategories fields).
For the overall I nested everything under the main categories, here´s an example:
Hope this helps. :)
When we configure sub-categories like this:
On the Ticket screen, we can select them OK from the drop-down field:
However, once we have selected one, you only see the last selected option:
If we have Sub options with the same text under different options, then we can’t tell which has been selected.
Is there any way of displaying the “breadcrumb” of the selected option? E.g.
Top Level 1 > Option 2 > Sub Option 1
Thanks, Ian
As it turns out, there's no native method to display the breadcrumb/path of the fields you have selected. As a workaround, you can add indicators on the final value to serve as a reference. For example, Top Level 1 > Option 2 > Sub Option 1 T1O2.
Hello, @Carlos Rodriguez could you elaborate further on how separating nested dropdown fields in vies would work with dynamic content?
As far as I am aware, dynamic content is only used for translations. What I want to achieve is, having the nested field value displayed in the view, without the prior nesting options.
Is there anyway to increase the 2,000 value limit on a dropdown list?
Unfortunately, there's no way to increase that limit. A workaround to consider might be to break that field into more than one field, and use conditional fields to connect them: Creating conditional ticket fields
What's your use case, by the way?
We have a request form where agents submit requests on behalf of clients. I wanted to add a dropdown field that had our full client list. We don't have 2000 values at the moment but planning for the future if we get up to that number, I'd like the field to have the ability to have more than 2000 so I wouldn't need to create another field. The list may also include current and old clients so the values may get close to 2000. Also I don't want to remove values for old clients cause I believe that may cause issues on reporting.
Hi,
This doesn't seems to work for us, and the preview shows the raw text with double column (Digital SLC Cameras::Professional::Mondocam XD 80) and not a layered list.
Any idea what might be causing this?
Hi Doron Milchtaich,
I created a ticket for you so we can continue working together to resolve your issue. Please refer to ticket 1033032. Thank you.
Can we connect field 1 (category) to field 2 (sub-category). So in case the user picked field 1, it is somehow connected to field 2. Data from field 2 will be based on Category (field 1)
Example:
Field 1
Currency
Field 2
USD
AED
AUD
So when we create a report; the system will show Currency as a category and AED as its subcategory. With the above configuration, it combines category and sub-category in the reporting.
What you can do to achieve this is to create a conditional ticket field that would only appear based on the value of the ticket field that you have.
You may refer to this article for complete information: Creating conditional ticket fields
I trust this helps. Have a great day!
Is it possible to create conditions based on nested category values? Specifically, if we have a field X, with nested options for categories A, B, C; and each one has option 1, 2, 3; then we get the following (including nulls ~):
(1) Is it possible to create a condition IF X = A, THEN [conditional fields]?
(2) If yes, would it include nulls?
Hi mfg you can't do this with one dropdown list but as Dekbi pointed out, you can do that with multiple fields conditional field logic on your forms: Creating conditional ticket fields
When trying to categorize or (nest) macros, I am not getting drop-down menus. Instead, they just appear with the text like the image I have included. Is there something I am missing or any guidance on what could be causing this?
You categorize macros by including the categories in your macro titles and separating them with two colons (::), as in this example:
For more information, please see this article: Categorizing macros. I hope this helps. Thank you!
Please sign in to leave a comment.