In our Service Desk system, I want the user to see "Please select one..." in the Category field, but that can't be done with the default Category field.  I've figured out how to create a custom field, label it Category, make it a Single Select list, and leave the default value blank.  However, the query I use results in every possible category listing in my "Single Select" list with a "Top Level Category::Level 2 Category:Level 3 Category" format.  The query I created is "select NAME as CATEGORY from HD_CATEGORY".  I need my custom field to mimic the default Category field where it will bring up another Single Select list once the top level Category is chosen.  Currently using K1000 version 5.5x.  Has this been addressed in 6.x?  If not, can someone provide me with the right query?  Thanks !!
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This functionality isn't possible, unfortunately. Only the category field is capable of creating the subsequent menus. Is there a reason that you can't use the standard category field? 
Answered 12/15/2014 by: chucksteel
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  • The standard category field does not allow for a blank default value. Anyone submitting a ticket could ignore the default category thus providing incorrect information to our Helpdesk team. Can a query be created to list only the top level categories for a specific queue? My query results in top level and sub-categories to show not only for the desired queue (IT Helpdesk) but for all queues (IT Helpdesk, HR, Facilities, etc.).
    • This query would exclude subcategories:
      select NAME as CATEGORY from HD_CATEGORY where NAME not like "%::%"

      Another solution would be to set the default category to "Please select a category" and then create a rule that sends the user an email if they submit a ticket with that category selected. I am personally more in favor of good user education when possible.
      • That's a good idea. I haven't delved into the rules so much yet and I did create a Category labelled "Please select one..." when I was testing. Thanks !!
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