is it possible to use a custom variable in the category values list to pull from an asset list group? for example have a category of printer, would like the user to select the printer name that they are talking about from a drop down once they select printer from the list. 

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You shouldn't need it as there is an assets dropdown that you can make available for the enduser by chanings its permissions but you can add this to your custom category under Ticket Layouts and Custom Layouts

query:select * from Printers (assuming that is the table name)

 

http://www.itninja.com/blog/view/using-sql-queries-in-custom-ticket-fields

Answered 05/06/2013 by: nshah
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  • thank you for the answer, i was thinking that if i could add it then the end user wouldnt see the printer list until the selected it from the drop down, unless there is a way to make a field visable based on another selection.
    • unfortunately there is no conditional visibility like this on fields. :(
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How good are your SQL skills? You could possibly create a rule based on this KB article that would keep your category tree updated based on your assets:

http://www.kace.com/support/resources/kb/article/How-To-Import-HelpDesk-Categories-from-a-Spreadsheet

 

Answered 05/07/2013 by: chucksteel
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