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:
15 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.
Dave Dyson Ema Rotariu
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. :)
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