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How to link Ticket Item tab with service category?


Kindly note that we have the following issue:

We need to link (service category, incident category) with products in ticket. After every combination (Product, Service Category, Incident Category) we need automatic material determination in item tab.

This will help us manage the labor/materials without consulting the technician.


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1 Answer

  • Feb 22, 2018 at 02:09 PM

    Service Category :A general description of the types of services provided under the service and/or the characteristics that define the service category.
    Incident Category : Incident categories facilitate the assignment of incidents to the user or group who resolves that type of issue
    where as registered product is a unique Entity which can / cannot be used with the same set of Service/ Incident Categories.

    There cannot be a unique combination every time as there will be multiple Products/registered products with limited categories.

    So it is not so logical to determine materials purely based on the Service category and Incident Category in reference to one product for Service scenarios

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