[rt-users] How far can categories nest?

[Mathew Snyder]

For clarification:

First CF: Support Type (ST)

   - System Support
   - User Support

Second CF: Support Category (SC)

   - Hardware -> System Support
   - Software -> System Support
   - Telephony -> System Support
   - New Employee -> User Support
   - Promotion -> User Support
   - Temp Employee -> User Support

Third CF: Support Sub-Category (SSC)

   - Mobile Phone -> Hardware
   - Computer -> Hardware
   - VPN -> Software
   - Anti-virus -> Software
   - Email -> Software
   - Networking -> Telephony
   - Phones -> Telephony


This is the original order for I have found that the bug mentioned by Kevin
persists in version 4.2.2, at least, in my case, after upgrading from
4.2.1. Selecting System Support will populate Support Category, but
selecting a value from Support Category will not populate Support
Sub-Category.

As a matter of troubleshooting I have moved Support Sub-Category above
Support Category and found that SSC will populate with one of the
categories described by SC and all of the associated options (specifically,
the Software category). However, changing the value of SC still does not
cascade into SSC. SSC retains the Software sub-category and its values and
only the Software sub-category regardless of the SC chosen. Reverting the
custom fields to their original order does not alter this nor does it go
back to not displaying *any* values in SSC.

Example:

Selecting System Support from Support Type populates Support Category with
Hardware, Software, and Telephony.

Selecting Hardware from Support Category populates Support Sub-Category with

   - Software
      - VPN
      - Anti-virus
      - Email

No value is selected.


Selecting Telephony from Support Category populates Support Sub-Category
with

   - Software
      - VPN
      - Anti-virus
      - Email

No value is selected.


Instead of

   - Telephony
   - Networking
      - Phones

/Example

Selecting User Support from Support Type populates Support Category with
all of the expected, relevant values under Support Category. There are no
associated Support Sub-Category values for User Support. However, the same
issue as above is present. The SSC field is still populated with the
Software sub-category.

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Fri, Jan 17, 2014 at 12:04 PM, Mathew Snyder <mathew.snyder at gmail.com>wrote:

> I just upgraded and the custom fields still aren't cascading properly.
> After selecting the first one the second populates, but after selecting the
> second one the third does not.
>
> CentOS 6.5, FastCGI, RT 4.2.2, MySQL 5.1.71-1
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me
>
>
> On Fri, Jan 17, 2014 at 11:43 AM, Mathew Snyder <mathew.snyder at gmail.com>wrote:
>
>> Looks like I'll be upgrading to 4.2.2. Fortunately, this isn't in
>> production yet.
>>
>> -Mathew
>>
>> "When you do things right, people won't be sure you've done anything at
>> all." - God; Futurama
>>
>> "We'll get along much better once you accept that you're wrong and
>> neither am I." - Me
>>
>>
>> On Fri, Jan 17, 2014 at 11:41 AM, Mathew Snyder <mathew.snyder at gmail.com>wrote:
>>
>>> Sorry. 4.2.1.
>>>
>>> -Mathew
>>>
>>> "When you do things right, people won't be sure you've done anything at
>>> all." - God; Futurama
>>>
>>> "We'll get along much better once you accept that you're wrong and
>>> neither am I." - Me
>>>
>>>
>>> On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone <
>>> falcone at bestpractical.com> wrote:
>>>
>>>> On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote:
>>>> >    I have three custom fields I'd like linked: Support Type, Support
>>>> Category, and Support
>>>> >    Sub-Category.
>>>> >    Support Type has not "Categories are based on" set.
>>>> >    Support Category has "Categories are based on" set to Support Type
>>>> >    Support Sub-Category has "Categories are based on" set to Support
>>>> Category.
>>>> >    When I select the Support Type, Support Category populates with
>>>> the expected values (In this
>>>> >    case, Hardware, Software, and Telephony). However, when I select
>>>> Support Category, Support
>>>> >    Sub-Category does not populate.
>>>> >    The categories are configured for each entry in Support
>>>> Sub-Category.
>>>> >    Do categories only go one level?
>>>>
>>>> You didn't state your RT version, but if you search
>>>> http://bestpractical.com/release-notes/rt/4.2.2
>>>> for Custom Field you'll find a likely bugfix.
>>>>
>>>> -kevin
>>>>
>>>
>>>
>>
>
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