Service Desk ticket customization
I am trying to create a custom field/category/ticket rule to accomplish the following:
Have 3 campuses...at each campus we have specific rooms that serve as Distance Learning rooms. We use Polycom equip and can connect up to 4 rooms at a time.
I want to be able to create 4 fields that specify Origination site--Site1--Site2--Site3.
Based upon site selection I want to bring up the specific rooms at that site. I need to be able to do this for each site. So for example:
Origination - SiteA - RoomA
Endpoint2 - SiteB - Room B
Endpoint3 - SiteC -Room C
Endpoint4 - SiteD - Room D
Once a site is selcted it is not available for selection in the other endpoints. (Not a gamechanger)
I have not been able to accomplish this as of yet. If anyone has suggestions I would greatly appreciate it.
Answers (2)
In the category customization, you would add a new category line for each each of your examples.
origination::sitea::rooma
endpoint2::siteb::roomb
As long as the items are the same, you will have a drop-down with any options. So, for example, if you had:
endpoint2::siteb::rooma
endpoint2::siteb::roomb
You would see a drop-down for any options at the site level. Once you selected siteb, you would see any options at the room level.
Comments:
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I did something similar to this yesterday but for some reason I wasn't seeing what I needed. I will revisit it and post back. Thanx - gargone 11 years ago
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Is there a size limit in the custom fields? I have 22 rooms. Categories I don't think will work as any of the 22 sites can be the originating site. - gargone 11 years ago
