Multi-Level Dropdown or Dropdown filtered by other dropdown

In the Service Desk customization - queue - fields, is there a way to add a multi-level dropdown or a way to filter a dropdown based on another dropdown?

For example, we have Location, Departments, and Business Unit dropdowns.  I'd like to only show Locations & Departments that pertain to a specific Business Unit, etc.

Thank you!

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Answers (2)

Answer Summary:
Posted by: Nico_K 3 weeks ago
Red Belt

yes, you can.
in the "old" times you created a subdropdown with adding addtional "::" (like: APAC::Australia::Sydney APAC::Australia::Perth ) and still can do this in the List view (I find this easier, but I have been grown up with that ^^) but nowadays you add a new option and drag and drop it under a main topic in the same menu in the Tree View
You can find this under Queue Customation: Service Desk| Configuration| Queues| <your queue>| Customize Fields and Layouts

Posted by: Hobbsy 3 weeks ago
Red Belt

Top Answer

Nico, I think you are "Barking up totally the wrong tree here!"

I think the customer wants to add in a dropdown, as a custom field and have the value selected in that dropdown to power the values seen in another Custom field.

So for example they say Drop down one is Type of SR : values are "move, change or delete" and when they select "Move" Dropdown two shows values appropriate to that choice.

What you describe is just categorisation in a ticket.

Sadly, I have tried to get this to work for many years, the plain fact is that you need to save the ticket to verify the value in Dropdown One, before you can select the data in dropdown two and also having multiple datasets for Dropdown two is not possible.

What you could do is use the template options and conditional formatting within the template.......

So add in Drop down one and using conditional formatting when Value 1 is selected show Drop down two, but if in dropdown one value 2 is selected, then show Drop down three etc etc

Smoke and mirrors using the template will be invisible to the user as it will change on the fly, the only challenge you will need to address will be how you then use multiple dropdowns in reporting, if you need to. 


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