Selecting Help Topics Based on selection of Department

Muhanad

We have a multiple business venture (Head office, Hospital, Agricultural, etc..) in each company have different department, I want the user-based on his current company - to select a department that he want to create ticket in then select a help topic dedicated for that department

KevinTheJedi

Muhanad

There is no way to accomplish a dependent field setup at this time. Help Topics are not Department dependent on the User side. For any Ticket created in the Client Portal the very first thing the User must select is a Help Topic. Then depending on the Help Topic’s defaults it can determine the Department it gets routed to. What you can do instead is create parent Help Topics with the names of the Departments and have the related Help Topics as children under the parent. That way they are visually categorized by Department.

Cheers.

Muhanad

Thank you for the clarification

Actually i tried to create a help topics for all the department the same way you have mentioned i ended up with around 40 help topics for all different departments for the business venture which is unreasonable for the user to scroll just to raise a ticket.

I hoped that there is a way around to tackle this issue.

Thanks.

KevinTheJedi

Muhanad

As I said above there is no way to make help topics department dependent for users. They must always first select a help topic. We are introducing Dependent Forms and Fields in v2.0 so this might help alleviate these types of issues. I don’t know for sure if it will allow help topics to be dependent on departments but at least you’ll be able to make fields dependent on others.

Cheers.