[rt-users] Multi-level ticket classification

[Jesse Vincent]

On Fri 15.Jan'10 at 21:06:36 -0430, Luis E. Muñoz wrote:
> Hi there,
> 
> A customer requested to have a "multi-level" ticket classification.
> Issues would be assigned an "activity type" through a custom field.
> Then, a second custom field would need to be set, whose values depend on
> the first.
> 
> Think of:
> 
> NetworkFailure --> (Layer2, Layer3, ...)
> AppFailure     --> (LockUp, WrongOutput, ...)
> 
> The left hand side would be a category (first level of classification)
> and the right hand side would be a sub-category (second level of
> classification).
> 
> This means you could have a ticket with Category=NetworkFailure and
> SubCategory=Layer3 but you could never have a ticket with
> Category=NetworkFailure and SubCategory=WrongOutput.
> 
> Ideally, we want to model this using custom fields. At the start, a
> Category CF would be displayed, with all the possible values. Upon
> selection of a specific category, a SubCategory CF would be populated
> with only the values that make sense for the selected category.

Play with the new multi-level custom fields we introduced in 3.8.6 or
so. They may be what you want.