Define Category, Sub Category, and item depending on group
Hi Team,
Is it possible to assign certain Category, Sub Category, and Item variables depending on which group a ticket is assigned to?
Were looking at rolling out SDP to other departments.
I understand currently SDP does not support adding multiple queues. And we don't want to have to set up separate instances for different departments.
We were thinking of assigning technicians to groups, then creating templates and using field and form rules to assign tickets to the appropriate group. But when configuring the field and form rules I have noticed there is no way to say when group IT is assigned set category to X,X, and X. Or when HR is assigned set category to X, X and X. Obviously Hardware would be a valid category for a IT helpdesk, but not a HR helpdesk so we would need a way to designate which categories, subcategories and items are available, governed by which group has been assigned.
Or am I thinking about this the completely wrong way and there is a easier way to do this?
Thanks for your assistance!
Is it possible to assign certain Category, Sub Category, and Item variables depending on which group a ticket is assigned to?
Were looking at rolling out SDP to other departments.
I understand currently SDP does not support adding multiple queues. And we don't want to have to set up separate instances for different departments.
We were thinking of assigning technicians to groups, then creating templates and using field and form rules to assign tickets to the appropriate group. But when configuring the field and form rules I have noticed there is no way to say when group IT is assigned set category to X,X, and X. Or when HR is assigned set category to X, X and X. Obviously Hardware would be a valid category for a IT helpdesk, but not a HR helpdesk so we would need a way to designate which categories, subcategories and items are available, governed by which group has been assigned.
Or am I thinking about this the completely wrong way and there is a easier way to do this?
Thanks for your assistance!