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
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
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.
I checked the wiki but failed to find something resembling this case.
I’m thinking about implementing the following:
- Two CFs with the union of the possible values for each
- A custom action that will reject tickets with invalid combinations of
CFs or at least, prevents ticket creation
the selection on the first one
Does anybody have any suggestion?
Best regards and thanks in advance.