<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are Ticket Categories?</strong></p><p><strong>- Making Ticket Categories</strong></p><p><strong>- Setting Ticket Categories from an Action</strong></p><p><strong>- Restricting Ticket Categories</strong></p><p><strong>- Reporting on Categories</strong></p><p><strong>- Rules Based on Ticket Category</strong></p><p><strong>- Field Visibility</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1808/" target="_blank" rel="noopener noreferrer"><strong>Categorisation</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1921/" target="_blank" rel="noopener noreferrer"><strong>Actions</strong></a></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/halopsa/guides/1957/" target="_blank" rel="noopener noreferrer">Billing Rules (Formerly Billing Plan Combinations)</a> </strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/878/" target="_blank" rel="noopener noreferrer"><strong>Customer, Site and User Records </strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/887/" target="_blank" rel="noopener noreferrer">Reports and Scheduling</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1898/" target="_blank" rel="noopener noreferrer">Teams</a> </li><li style="font-weight: bold;" id="isPasted"><a href="https://usehalo.com/haloitsm/guides/1998/" target="_blank" rel="noopener noreferrer">The Service Catalogue</a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1923/" target="_blank" rel="noopener noreferrer"><strong>Ticket Rules</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1920/" target="_blank" rel="noopener noreferrer">Ticket Types (Field Lists)</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">What are Ticket Categories?</span></strong></p><p>Ticket Categories can be used to categorise your Tickets in different ways, and Rules and Reports can be built off of the basis of them to help improve your efficiency. They are a System Field that can be added to a Ticket Type, and show in the "Ticket information" sidebar.</p><p><br></p><p><strong><span style="font-size: 14pt;">Making Ticket Categories</span></strong></p><p>Ticket Categories can be edited and configured in Configuration > Tickets > Categorisation. You will then see the below screen, where the first available options are how you wish to view and use your Categories. </p><p><br></p><ul><li><strong>Use treeview dropdown when selecting a category:</strong> A treeview format will show in the Categories dropdown, and they will appear nested in groups.</li><li><strong>Force selection of an end node:</strong> The selection in the dropdown will need to include the Sub-Categories, instead of only the overall main Category. Categories appear in an "Level 1 > Level 2 > Level 3" format, descending between Category, Sub-Category and Sub-Sub-Category.</li><li><strong>Auto-expand category threshold:</strong> If set to a number other than "0", nodes with less than the entered number will be auto-expanded in the dropdown.</li></ul><p><br></p><p>These settings can be played around with as you start using your Categories to find the format that you most prefer.</p><p><br></p><p>Underneath is where you will see four sections - one for each available Category list. This is the limit for the number of System Categories that Halo offers currently. Here is where you can set a label for each Category, edit and create the values, and choose whether you wish to force selection when closing. If enabled, this means Ticket closure will not be allowed until a Category from that group has been selected.</p><p><br></p><p>All four Categories are configured the same, but having multiple allows for multiple uses across your system.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0Yzg5ZTIyLWUzMDYtNDZhMS05YzI5LTU5YjExOTZkMzgyMCJ9.MZQWflnt8AxIlEN0m_tzy9nfVT9X01IhlJBccqh4B_Y" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 583.205px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 1. Categories configuration page.</span></strong></p><p><br></p><p>Clicking into "Edit Category 1 Values" will open the values contained within our first category.</p><p><br></p><p>At the top of the screen, a dropdown will show which Category you are currently viewing the values for. Clicking this dropdown will allow you to change which category of the four you are viewing. The categories will show the label assigned to them in the previous screen (i.e. "Category 1 label" was "Category"). If no label is assigned to a Category it will just show with the number (i.e. "Category 3").</p><p><br></p><p>There is also two buttons in the top right corner to create new Category Values. Values can either be made manually with the "New" button, or imported via the "XLS Import" button. A pre-built template can be used here, which can be obtained either via the "Download samples" button when clicking this button, or in the attachments of this guide (when viewing on our Self-Service Portal).</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAyZmRiYzk1LTFhMzItNGE3Ni04ZTZiLTdiZGEyY2VkMTdmMSJ9.d6tZr12OEgDWZCP5qgutT3_vcT7MK7UJqS_wnvgHJ9Y" class="fr-fic fr-fil fr-dib" width="1234" style="width: 1236px; height: 581.533px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 2. List of Category values.</span></strong></p><p><br></p><p>Let's make a new Category Value. I am making a new Level 3 Value for the "Hardware" Value.</p><p><br></p><p>In the "Category Value" section, I enter up to three levels of the Value I want to create, in the "Level 1 > Level 2 > Level 3" descending order, followed by a "Category Group" to assign it to. The Group does not change which Category it is assigned to, but can be used for reporting purposes to narrow down the values within the Category.</p><p><br></p><p>Save, and now you have a new value in that Category.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3NmMxMWU4LTNlNmYtNGY0OC05ZDBjLTYzNWNhMzMyYTNmZCJ9.6Bkd-n6ckLfpz_ZhCOTfHzEfevBTqxzgoqag8xkJ27s" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 579.948px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 3. Creating a new Category Value.</span></strong></p><p><br></p><p>Once you have all the values you want, you now need to add the category into the "Field List" tab on each ticket type you want to use it on. You can identify these fields by the label of "Category" with its corresponding number in brackets next to the Category name.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMzU4ZWEyLTc5YjEtNDM5My1hNDI1LTY5YjgzN2MxZjU4YSJ9.5IW9rckZbmjXkYtDDomdncowRu9a08W2vYHHWl1mE38" class="fr-fic fr-fil fr-dib" width="1234" style="width: 1236px; height: 583.469px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 4. Adding Categories into the Field List of a Ticket Type.</span></strong></p><p><br></p><p>Now, when either logging a Ticket or on a Ticket logged by a Customer, you can set the correct Category Value. Here, I am setting this Ticket to the new Value we just made. Since I have the treeview option enabled in Configuration > Tickets > Categorisation, the dropdown appears like below within the "Ticket information" area.</p><p><br></p><p>Whatever you type into this box will show as the red text of the corresponding Values. You can search by any level of the Value, not just the first/main.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzMmNhOGY1LWQ4NDktNDgyOC1iNzc4LTYzMDA4YjRkYzI0MSJ9.v_Iwr-JnosMmCQ6quCCgVysmN5i6ZA8WkOt4EtAQ10A" class="fr-fic fr-fil fr-dib" width="1233" style="width: 1235px; height: 582.32px;" height="582"></p><p><strong><span style="font-size: 10pt;">Fig 5. Category dropdown with treeview enabled.</span></strong></p><p><br></p><p>If the treeview is disabled, the dropdown will appear in a regular list like below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNGVlZTc2LTdiOTItNDEyMC04YjcwLTU5OTg0Y2VlMmYyMSJ9.GB1MaI_RO3NaR_i9I1U7M8qeab9jyxETxosgnWMSX7Y" class="fr-fic fr-fil fr-dib" style="width: 1236px; height: 580.926px;" width="1234" height="581"></p><p><strong><span style="font-size: 10pt;">Fig 6. Category dropdown with treeview disabled.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Ticket Category from an Action</span></strong></p><p id="isPasted">You can also add the Category Fields to an Action's Field List if you wish to set the Value through an Action, such as when triaging a Ticket. In Configuration > Tickets > Actions > New > Field List.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwNGJhMmUwLTUzNWUtNDNmMi1iM2NmLTNiNjE5MmJjYWNhMiJ9.wa9D7DtSr8bqYdkfSB6hwoHfAsSMIPtSQ9aWJoLy8QU" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 580.289px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 7. Adding Category to the Field List of an Action.</span></strong></p><p><br></p><p>In the "Defaults" tab, you can also set a default Category Value when using that Action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0ZmFkNzYyLTQ2NjAtNDc4Ni05NzQxLWM4MWQ5OGFmYjczZCJ9.giCyD5VmONRr4UQcia_IHPhIJ7VeEHkILPwqfE9m6cM" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 580.285px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting default Category Values on the Action.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Restricting Ticket Categories</span></strong></p><p>Ticket Categories can be restricted by Ticket Type, Team, Service, or Customer.</p><p><br></p><p>Category restrictions can also be made by Category Group. When adding Categories to the Allowed Values tables, you will have the option between "Category Value" or "Category Group".</p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Type</span></strong></p><p>Configuration > Tickets > Ticket Types > select a Type > Allowed Values tab > Category.</p><p><br></p><p>If "Allow All Values" is disabled, each Category you want to allow needs to be added to the table that appears below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmYjI5MTU0LWY2ZDEtNDI2Mi1iYjBhLTRhZDBhOTc2ZDBlOCJ9.Km1j0ibFg8JEetwg95dmvXN5HJ-v7XrbGNyicKDs8pI" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 579.986px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 9. Allowed Categories on a Ticket Type.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Team</span></strong></p><p>Configuration > Teams & Agents > Teams > select a Team > Other tab.</p><p><br></p><p id="isPasted">If "Allow All Values" is disabled, each Category you want to allow needs to be added to the table that appears below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0MzUwYjk3LTlkMzQtNDU5Mi04NDI4LWJkMjVhZTc2NDE3ZSJ9.gOmb90I-H6Www1Uv0i9yD188DjQP_emROW_kAUTsEI0" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 580.592px;" height="581"></p><p><strong><span style="font-size: 10pt;">Fig 10. Allowed Categories on a Team.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Service</span></strong></p><p>Service Catalogue > select a Service > Configuration tab.</p><p><br></p><p id="isPasted">If "Allow All Values" is disabled, each Category you want to allow needs to be added to the table that appears below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0NGYzMWNjLTEyZjktNDMzMS05ZjFlLTEwNzE3OGY1Mjk0NCJ9.3FkOTAEKxFdnIIqTeTgMNqr1xfWOSUZ0SJfUAlDnB0U" class="fr-fic fr-fil fr-dib" width="1231" style="width: 1233px; height: 581.446px;" height="581"></p><p><strong><span style="font-size: 10pt;">Fig 11. Allowed Categories on a Service.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Customer</span></strong></p><p>Customers area > pick a customer > Settings tab.</p><p><br></p><p>You can also set default categories here when logging tickets with that customer.</p><p><br></p><p id="isPasted">If "Allow All Values" is disabled, each category you want to allow needs to be added to the table that appears below.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyODQ4MTBlLWYxMjYtNGU5Zi05ODg0LTBhMmJiMmQ2NzkyYyJ9.fP4VnyuXYKLseGxgT2UZP7j5wvNWyCGtlXVnYVMEb8M" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 580.592px;" height="581"></p><p><strong><span style="font-size: 10pt;">Fig 12. Allowed Categories on a Customer.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Reporting on Categories</span></strong></p><p>Categories can be used as reporting measures and to create charts. This can be useful to see how much time is being dedicated to different types of issues, and if a certain Value repeatedly returns. The "Top 5 Categories" report available in the Online Repository is useful for this purpose.</p><p><br></p><p id="isPasted">When writing a report on each Category, use the SQL column for each:</p><p><br></p><ul><li>Category 1 = "category2".</li><li>Category 2 = "category3".</li><li>Category 3 = "category4".</li><li>Category 4 = "category5".</li></ul><p><br></p><p>As you can see, the numbers are one ahead of the associated number of the category.</p><p><br></p><p>The Query Builder can also be used to report on Categories, using the "Ticket" entity and then adding the Category you wish to report on into the Fields.</p><p><br></p><p>Here is an example using the "Tickets by Category" report that is built into the system.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiMDc1ODlkLTA5YjktNGIyYy1iNTE2LTg4Y2M1YTUzNzJlZiJ9.AYLeQoinfvf7qyeFwzubFv8dqaHbEGEyqJC5NFvSOrg" class="fr-fic fr-fil fr-dib" width="1235" style="width: 1237px; height: 437.507px;" height="438"></p><p><strong><span style="font-size: 10pt;">Fig 13. Report with Category column.</span></strong></p><p><br></p><p>We can then generate a chart like this from it, which can show us the most logged Category Values at a glance.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyMzdjNzlhLWZmZDAtNDcwMy1hMTVlLWE3ZmQ4ZjIxZTMxMCJ9.7U5685icMEDPnjCXBiQnpr2oCLVWtkpjck-GGqP1zls" class="fr-fic fr-fil fr-dib" width="1034" height="625"></p><p><strong><span style="font-size: 10pt;">Fig 14. Chart made from Report in Fig 13.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Rules Based on Ticket Category </span></strong></p><p>Categories can be used as criteria for both Ticket and billing rules.</p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Rules</span></strong></p><p>Configuration > Tickets > Ticket Rules > New.</p><p><br></p><p>In the "Criteria" table, you can set your Category Values. Below, any Category Value that contains "Hardware" will match this Rule. You can then set any Ticket Rule outcome like normal. This can be useful for assigning to a certain Agent or Team who deals with issues or requests to do with that Category Value.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjMmQwNzIyLTFjYWEtNGJlOC1iMGM2LTRiODc2ZmQyNDJkOCJ9.mcvTbQSdJ23dIG4TtvizLISEKc1KsSY-dhCR_cT5dfE" class="fr-fic fr-fil fr-dib" width="1233" style="width: 1235px; height: 581.063px;" height="581"></p><p><strong><span style="font-size: 10pt;">Fig 15. Setting Category as criteria on a Ticket Rule.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Billing Rules</span></strong></p><p>Customers Area > select a Customer > Billing tab > Billing Rules dropdown > Add.</p><p><br></p><p>Category Values can be used as criteria for your Billing Rules here. This can be useful to set different billing plans based on the service you are providing to the Customer.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg0N2Y3OGJkLTU1N2UtNDYwMS04Y2VhLWZhNDUwNjMxNDhmMiJ9.kbGbI_6LTflqmAB-9jYvsW6k1Orh264XycOPqJuRZxM" class="fr-fic fr-fil fr-dib" width="1235" style="width: 1237px; height: 583.296px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 16. Setting Category Values as criteria on a Billing Rule.</span></strong></p><p><br></p><p>In the below configuration, anything with the Value "Hardware > Smartphone" will be pay as you go. Anything that is not will not be invoiced.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzZjk4NzU4LWQ0ZGMtNDQyOS05MmViLTljMjU1ZDA3ZmJlOCJ9.mNICGCLyLMfjv5oXBdh4GArBRhPu69DnULfebMnjz34" class="fr-fic fr-fil fr-dib" width="1234" style="width: 1236px; height: 580.282px;" height="580"></p><p><strong><span style="font-size: 10pt;">Fig 17. Creating a Billing Rule based on Category.</span></strong></p><p><br></p><p>When a ticket is logged with "Hardware > Smartphone", the hours are billed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1Mjg2ZmY2LTY1YjEtNDhlZi04ZTZjLTYwZWQ5MGY4ZmNhZSJ9.ZjKVsh-I96-Qv6vL45aPeA-fGvbhVWWO58Ff4lUPgk4" class="fr-fic fr-fil fr-dib" width="1232" style="width: 1234px; height: 581.274px;" height="581"></p><p><strong><span style="font-size: 10pt;">Fig 18. Billing rule matching.</span></strong></p><p><br></p><p>In another ticket with the same Customer, the Category is different and the actions are not billed.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxOTAyYjFkLTA5ZjktNDQ4Ny04ZDQ2LWViNDQ2NjlmNzE2OCJ9.L3gLtxaAB9iPty9dQGcHEn6Z5Kuk07hMPxxO5pzubg8" class="fr-fic fr-fil fr-dib" width="1233" style="width: 1235px; height: 581.442px;" height="581"></p><p><strong><span style="font-size: 10pt;">Fig 19. Billing rule not matching.</span></strong></p><p><br></p><p>If the Category Value in that example is then changed to "Hardware > Smartphone", any Actions with Charge Types that are typically billable will then be billed for. The most recent Action is using the "Remote Support" Charge Type and is now billed for. The previous one that used "No Charge" is still not billed for.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0Njc4ZmE5LWE3YjUtNGIwYS1hZTVlLWM4NTM3YmQyMmIyZiJ9.A-5gh9Q8FJhF8DtB0VPYwvxxQ-u7lfKKV_Obal4HOx8" class="fr-fic fr-fil fr-dib" width="1235" style="width: 1237px; height: 583.377px;" height="583"></p><p><strong><span style="font-size: 10pt;">Fig 20. Changing the Category.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Field Visibility</span></strong></p><p>Category Values can be used as conditions for Fields in a Ticket Type's Field List. In Configuration > Tickets > Ticket Types > select a Ticket Type > Field List tab > edit a field.</p><p><br></p><p>Here, the "Peripherals" Custom Field will not show unless the Category Valuw is either "Hardware > Laptop" or "Hardware > Monitor". </p><p><br></p><p>If set to "Hardware > Laptop", the value dropdown will only show "Headset".</p><p>If set to "Hardware > Monitor", the value dropdown will only show "Webcam".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmMGU4NjY4LWEyNWEtNGQwMC1hZDIzLTg3MTFlZDY5ZjYzMCJ9.lZ9U54Uh84hR1og2G5JNmvbhYBUZmIFCe2EMtTdcVZg" class="fr-fic fr-fil fr-dib" width="1238" style="width: 1240px; height: 584.71px;" height="585"></p><p><strong><span style="font-size: 10pt;">Fig 21. Setting Dynamic Field Visibility and Dynamic Field Value Visibility.</span></strong></p><p><br></p>
