Helpdesk Tickets: Categories and Subcategories
We are looking into switching over to the KACE helpdesk sometime in the near future. Our current HD lets a user specify a category (software, hardware, network, etc.) in one drop down and then, based on that, they can choose a subcategory. The subcategory field will show different values depending on what the category is. For example, the subcategories if software was chosen are MS Office, Adobe Acrobat, etc. whereas if hardware was chosen the subcategories are Desktop Hardware, Printers, Routers, etc. I am wondering if there is a way to get some functionality similar to this in the KACE HD?
Go into Helpdesk -> Queues -> Settings -> [your configuration] and choose Customize Fields and Layout. To create subcategories for categories, use double colons, IE: Software::MS Office Software::Adobe Acrobat Hardware::Desktop Hardware Hardware::Printers
Community Chosen Answer
The KACE helpdesk can do this as well. Go into Helpdesk -> Queues -> Settings -> [your configuration] and choose Customize Fields and Layout. Here you can create category values. To do your subcategories, you need to use double colons, so: