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. 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 * JavaScript Fu to really populate the values of the second CF based on the selection on the first one Does anybody have any suggestion? Best regards and thanks in advance. -lem _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
