[rt-users] Hierarchy of categories

[Kenneth Crocker]

Kevin,


	In the spirit of "more than one way to skin a cat" philosophy, why not 
just add another CF that is all the possible "L2/Sub-Category" values? 
When doing your queries, just refer to both CF's as a single "compound 
value" in your comparisons. They do NOT have to be different levels to 
work. If you didn't want certain combinations to exist, you could write 
a scrip that evaluated a certain combination and if it's a match, 
"return 0;". Hope that helps.

Kenn
LBNL

On 2/14/2008 6:04 PM, Kevin Sheen wrote:
> Hi, we are currently evaluating rt as a replacement for an in-house developed ticket system.
> 
> One part of our current system that I'd like to try to replicate is a hierarchy of categories that we use to track issues with.  
> 
> Here is a quick example - if a Level 1 category contained Network, the Level 2 subcategories might be Remote access, LAN or WAN.  Another example would be a L1 category of EDI would have L2 subcategories of X12 data problem and Problem with IDOC.  In essence the L2 subcategories are related to the L1 category.
> 
> I've seen the custom field configuration and see that you can create a 'select one value' type that would have all of our L1 categories but I'm uncertain about how to add the subcategory short of adding a couple of custom database tables that are related.
> 
> I've got the rt book and I'm about half way through it.  I've also looked at the past couple of months of e-mail messages but nothing has jumped out at me yet.
> 
> Our trial system is running rt 3.6.5.
> 
> 
> thanks in advance, Kevin
> 
> 
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