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C4C Categories Resolution seems not to respect hierarchy

Eduardo_DaSilva
Explorer
0 Kudos

Hello experts,

I've setup a category catalog like this:

Category ID	Category Type	ParentCategoryID
C_001	                1	
C_IC_001_001	        2	C_001
C_CS_001_001_001	5	C_IC_001_001
C_RS_001_001_001	6	C_IC_001_001
C_RS_001_001	        6	C_001
C_RS_001_002	        6	C_001
C_RS_001_003	        6	C_001

And on C4C I can see the hierarchy of the above upload:

But then when doing the selection on the Ticket this hierarchy is not respected:

So I wonder if someone could help me on explaining me why this behavior.

Would appreciate your support.

All the best with regards,

Eduardo

Accepted Solutions (1)

Accepted Solutions (1)

sandeephebbar
Active Participant
0 Kudos

Hi trash,

In your case, Resolution categories -> Replacement, Credit, etc directly belong to the Service Category(Complaint) as a parent and there is no other parent categories for these resolution categories. Hence, when you select Service Category as "Complaint", Replacement, Credit under Resolution Category will be shown by default.

Regards,
Sandeep

Eduardo_DaSilva
Explorer

Hi Sandeep,

thank you for the clarification.

Regards,

Eduardo

Answers (0)