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Different values for Service categories based on Ticket Type

Nov 20, 2017 at 10:30 AM

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Dear Experts,

Hope you all are fine,

As you know there are 4 level of Service Category in C4C
I want to know does anyone know if we can have different values for the same Service Category in Ticket, based on Ticket type?

For example:
1) If Ticket Type = A
Values of Service Category Level1 Dropdown: A,B,C,D
2)If Ticket Type = B
Values of Service Category Level1 DropDown: A,D,F

Does anyone have any idea?

Regards
Sin

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1 Answer

Best Answer
s sin Nov 21, 2017 at 02:57 PM
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I found the only solution that can solve the issue:

Since ServiceCategories are not in CodeList Restriction, Regarding to this question( https://archive.sap.com/discussions/thread/3918427) and the suggestion that gave by people, We can do like below:

  • Mapping the top level Service Categories to your Ticket Types (1 service category for each ticket type)
  • Structuring all other categories (incident, resolution, object, cause) in trees under each top level service category
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