Too many categories
Our IT Department is split between five different groups. Each group has their own specific responsibilities and very rarely overlap with each other. At the moment we have all the categories that each group uses listed but it's gotten rather long and you have to hunt to find the best category for a ticket. Because of this and the high workload the techs tend to use a generic category we have listed and that doesn't give us a very accurate reading of what we all do day to day. But it's fast and their main concern is just fixing the issue so they can move onto the next.
Is there a way someone has found to list only certain categories for a specified group? In the highlighted portion of the attachment you can see our Group pick list. This does populate the Technicians within each group, so that part is fine. I'd love to find a way for Category to do the same though. So if the "Help Desk" group was selected, then Category would only show those Help Desk related categories.
I've toyed with the idea of setting the Category as the group and then populating each one with subcategories. But we need our Category list to stay as it is, plus that feels like a sloppy work around.
Is there a way someone has found to list only certain categories for a specified group? In the highlighted portion of the attachment you can see our Group pick list. This does populate the Technicians within each group, so that part is fine. I'd love to find a way for Category to do the same though. So if the "Help Desk" group was selected, then Category would only show those Help Desk related categories.
I've toyed with the idea of setting the Category as the group and then populating each one with subcategories. But we need our Category list to stay as it is, plus that feels like a sloppy work around.