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Hi,

When adding ‘Category’ to a template, it would seem that 3 level category appears on every template it is added to, by design. In Settings → Service Desk → Categories, we have set the first 2 categories with no option in the 3rd level category on a request template. The 3rd level category only shows the text ‘Select Third Level category’, and nothing else. 

A user has raised an issue when they raise a request, the 3rd level category is not mandatory. However, if a user selects the ‘blank’ line under the text ‘Select Third Level category’, a ticket is created. If the user selects the text ‘Select Third Level category’, then an error message is displayed and the system doesn’t allow the user to progress with submitting the ticket when they chose the ‘blank’ line. 

However, the category level details can be set in ‘Categories’, but it is not a viable solution. There is no way to removing it from the Self Service Portal either. Any help on this would be nice. 

 

Cheers

Hi @SChandiramani,

We understand that sometimes users do not select the blank option, which can cause some frustration. This is the only way for us to ensure that organizations that use three-level categorization can do so.

There is an option to disable the third-level category, but it’s important to note that this action will remove the third level option across the entire system. You can find documentation about this here. 

Best wishes,

Erik

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