Drop down list not populating properly in custom field

Question

I have a custom field in our service management portal for ticket categorization. Never mind the fact that you can't add more than two tiers to this drop down field out of the box, it's been bugging out recently and wont populate the second tier for any of our agents unless the first tier is selected, then unselected, then selected again. It would appear to be a bug, not a major issue, but it's difficult enough to encourage my employees to categorize tickets thoughtfully without having them to go through all of these extra steps. Anyone else noticing similar issues or have any suggestions of what to try?

Caroline Cole · Answer

We were thinking of finagling the same kind of thing! Good to know we are not alone in that.

Christopher Yen · Answer

Hi @Caroline Cole welcome to the community. Unfortunately I don't have a great solution but what's worked for me is sticking to a 1 tier "service catalog" which is really just a service field with our applications and a few generic services and then use different request types to have a quasi 2nd tier. Not the best coming from using Service > Category >Subcategory in the past but customers and agents are filling it out consistently for the most part, we just have a large service list customers can search from, issue type is set by request type to determine if they have an incident or request and whether it's for hardware or applications.