Help Desk Customization - Category Values
Hello,
We are really trying to be detailed with our equipment or when users call with issues. We have the category values field filled out with about 100 lines at the moment. Is there a maximum number of lines i can have. What we are doing is adding in questions that the Technicians should be asking to find out exactly is the problem and when they hit the next drop down it gives them more questions to ask about say eClinicalworks. So we just wanted to see if there is a limit before i put all this time in to building the list.
Answers (1)
I know there were issues with a pervious version on the number of lines but I haven't heard of any issues with the 5.4 version. Something you might want to consider is that the dropdowns weren't designed to provide questions to the tech but more so high level for reporting...etc. They can be used as you have done but tend to really create a hugh helpdesk maintenance issue.
Might i suggest you use ticket rules. Once someone selects eClinicalWorks, the ticket rules puts all the questions that need to be answered by the tech in the comment area. that way the can get them all at once instead of dropdown by dropdown.
The Helpdesk can be configured in a variety of ways and really there is no one right way but this option might be worth exploring as it will greatly reduce the amount of work needed. Please if you decided to delete a field as you no longer need it, it will haev a ripple affect on the ticket that had that value and it is no longer there. With a rule you just change the values in the rules, and not affect the old tickets.
