We have requests that we have different requirements for field inputs.  How do people handle these types of requests.  I am considering creating a process (but this does not require different child tickets).  There is no way to change the available fields depending on the category type.  All of these requests need to be handled within the same queue (i.e. it doesn't make sense to create a different queue for each request type).

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You could do nested categories to have specific subcategories.  See an example here under "Category Values": http://www.itninja.com/blog/view/k1000-service-desk-setup-tips-things-i-have-learned

In that example, if you first selected "Application", you would have Adobe, Error, etc.

You could add another level by adding a "::" at the end and setting your third and further level subcategories, for example:  Application::Adobe::Photoshop::Error

I've tested this to 10 levels/sublevels deep, but to my knowledge, there isn't a practical limit.  Bear in mind though, end users are likely to miscategorize things the more specific you make things, so it's usually best to keep categories as simple and as broad as possible.

Answered 06/06/2013 by: jknox
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  • Jknox. I have nested categories set up already. What I'm asking is depending on the category chosen, I want to be able to control fields in the following ways: visibility by role, r/w access by role, required or not.
    • There is no ability to do that currently through the interface. It might be possible through a on save ticket rule.

      I'd say submit more granularity for user/admin access to categories as a feature request here: http://kace.uservoice.com/forums/82699-k1000
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