Adding and Creating Custom Ticket Fields, and Ticket Statuses

[eric.hitchcock]

I'm new to JSM and working on creating custom categories for level 1 and level 2 (sub categories) that only technicians and admins to JSM can see. 

I also need to create custom statuses for Service Requests and Incidents. Just not sure how to implement this in the work flow.

Any assistance on this will be helpful.

[Bharat]

Hi Eric, Hope you are well. Can you please elaborate more on "creating custom categories"? Are you looking to create two separate Request types? They both can still use the same WF work type on the backend?

Custom status shouldn't be a problem...you just need to add those status first and bring them into the WF. 

If you can share some screenshots, I will definitely be able to help more. 

Thanks,

Bharat

[eric.hitchcock]

What I'm trying to do, is this.

Inside of the Technicians and Admins view of the ticketing system, where we respond to tickets, and escalate the ticket as needed. There is a section called "Details". Within the "Details" section, I would like to have a custom cascading dropdown field type within that section for level 1 and level 2 categories.

For example:
Level 1 - Distribution List

Level 2 (Sub-Categorie) - Create a Distribution List

This is something similar to how Fresh Service and other ticketing systems identify and organize tickets for reporting.