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Declined Suggested 1/23/2019 by Laurent

49

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Be able to create sub-categories

 


avatar Michael Milnes
Having that 1 extra layer of levels would allow better categorization and prioritization of tickets.
1/23/2019 9:44 AM
avatar Heja
Agree on this, on my end, we use the first layer as department, additional 1-2 layer is needed for category flexibility. I've assisted different departments on their service catalogue and this is one MAJOR bottlenecks. so instead we (temporarily) spread out the categories which doesn't look good.
9/17/2019 9:07 PM
avatar Jack UTLEY
We like this as well. Although we might use the second category as a diagnoses on the root cause or case reason that resolved the issue.
11/15/2019 9:13 AM
avatar Laurent GENDARME
Hi Michel, Heja and Jack,

I thin that I've suggested an other idea who maybe also appreciated by users who would like to be able to create some sub-categories.
I invite you to look this other suggest "expand/reduce separately the cases linked (or parented)"
https://support.jitbit.com/helpdesk/Ideas/9700
Actualy it's already functionnal for parent cases and I think that it's a very good point.
11/15/2019 9:57 AM
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This would "Power up" the KB part of jitbit immensely for sure +100 :)
it also allows much better ticket views for sure.
12/1/2019 7:27 AM
avatar Alex Tech
We are currently leaning towards NOT doing this. As tempting as this might look, adding a "feature" like that brings more complications and questions than benefits.

Overloaded UI, user confusion, things like "if a user is granted permissions to a category - should they have permissions to subcategories too?" Or If a category is "for technicians only" - should the sub-categories also be tech-only?

Same thing about assigning custom statuses and fields to categories. Category-specific email templates , etc. We would have to create some "inheritance" mechanism. A configurable one. And an option to disable this whole thing.

Not to mention the tech-side of it. On the front-end - there are no existing "tree-like" components in browser, we'd have to develop our own or use a 3rd party. And it will increase the CPU load on the server, since we can't just show a list now, we'd need to build and "walk" a linked-tree graph every time someone loads the list of tickets

All that for a slightly more convenient way to organize tickets that's going to be used by 5% of customers.

Not to mention this goes against the product positioning and vision. We don' want to become some MS-like "sharepoint" monster product that does everything for everyone.

P.S. This is a typical situation. Things like simplicity and ease-of-use help bring more customers who love the product, but once these customers and their processes mature, they demand the opposite - complexity and fine tuning. We have to keep the balance
12/13/2019 12:07 PM
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I think this has been slightly misunderstood or atleast the partial usage could be Sections not Categories I.e i could have:
Windows (section) -> 10 (section) -> Manual (Category) this way i can have several different types of sections for the same product name which is an issue we have
12/14/2019 3:22 PM

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