We have an extensive nested list of category selections.  For some reason an extra category selection of Network is showing up after our Other selection.  We already have a Network selection further up in the list alphabetically.  We cannot see this rogue selection when we are customize window.  We've performed a search.  We are desperate for assistance since we are in final phase of user testing and plan to go live on July 1st!

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Could you post a screenshot of your helpdesk configuration?

Service Desk>Configuration>Queues>your queue>Customize Fields and Layout>Category Values

Offhand, I'd guess you have an extra entry in it for Network.  It's also possible that there is a typo somewhere that is causing an errant entry.

Answered 06/19/2013 by: jknox
Red Belt

  • We found out the category entry was corrupt for some reason because we deleted the one item and re-created it and the problem disappeared. Very odd, though. Thanks for responding so quickly!
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