Custom Fields System -> Drop the over-use of drop-menus

[cogitat]

Is it possible to create a nested selection area on the submit ticket screen to indicate different problem categories? Something like this:

[markduffield]

This is what I want to do!

Has anybody got this to work?

MANY helpdesk apps have this logic built in standard.

[Digital Mayhem]

yes I would love to see this feature too....

[supportskins]

This is not possible at the moment. You will have to submit a feature request.

[eiden]

You could "hardcode" it into the templates..

[markduffield]

I have found something that sort of meets the requirement...

You can create multiple Custom Fields under a Custom Group on the new ticket page for the customer interface and staff interface.

Make them multiple pull down menu fields.

The first one could be called EMAIL, and the choices could be:

- Cant send/Receive
- Outlook Web Access
- Attachments
- Archive / Restore lost email

The second custom field could be called SOFTWARE, with the following choices:

- Peoplesoft
- MS Office
- Adobe Suite
- Sales Force

So when the user goes to open a ticket, they have an extra set of choices that they can select from and it shows up as another field in your tickets.

As of now, there seems to be no way to search or run reports against any of this... perhaps a SQL query would do it.

This does not give you the nested features that many many helpdesks have but it gives you some more Tags that you can attach to the ticket and get creative by sorting or alerting based on those tags.

[markduffield]

Oh sorry, this can be done at:

Admin CP --> Custom Fields

- First create a Custom Field Group
- This is the section of the New Ticket Page that will hold your pull down menus

Next create custom fields:

-Insert Field
-Give it a name
-Assign it to the group you created above
-Fill out the Option Values with the choices you want

Repeat for each seperate category (one for Applications, one for Hardware, one for Network etc)

When users go to create a new ticket, they now have the ability to choose what the ticket is related to instead of typing in something themselves.

[pluk77]

Still, it does not allow for a select box based on a selection in a previous select box.

We NEED to be bale to track this in the statistics and to be able to see when it was changed by staff members. At the moment I can not find an audit trail on these fields.

[Thijs]

This would be a nice feature.

I hope we will see this ASAP because the submit area can be very much shorter when we can apply this.

Cheers,

Thijs

[Siora]

Do you find yourselves having to implement multiple rules, SLA's, escalations, news, users etc...because you are restricted to selecting one item from a drop-down list?

Would you find it more efficient and beneficial to be able to apply your settings across numerous selections rather than just one?

Vote now so that the developers can see how important using multi-select lists instread of drop down lists is to each of us.


Edit: Sorry for the multiple post but I didn't know how to change my original post into a poll.

[Siora]

Nobody else finds this useful? I find it hard to believe.

[Brent]

I know I need this feature especially in relation to notes to multiple staff... but i worry this might be harder to implement than we might think..

[richm]

I think brentwic might be right.With multiple selections it might make coding this much more difficult. In some situations I think it would make sense, in others (like notes) I'd rather notes were simply wide open to staff or assignable (can view/edit/delete like other things in team setup in the normal team permissions area)

Where it makes sense, I'd be for multi select.

Rich

[Brent]

All I know is I badly need to be able to send to multiple staff members then actually be able to know what I sent as it will not list the note you actually wrote and then it is only viewable by the other staff and not me the person who wrote it..

And I badly need to be able to attach files to notes so that only staff can see it..

[caitlyntw]

Is there a way to have both?