Ticket tagging / classification

[gob]

Hi

We are adding a new department to our Znuny service desk and the department requires 5 queues.
However for each of those queues they need a mechanism to categorise the tickets for reporting.

For example, the Employee Relations queue might have the following categories:

• sickness absence

• unauthorised absence

• performance

• probation reviews

• conduct

But the Contract Changes queue might have:

• Promotions

• Job movements

• Salary Reviews

So different categories for each queue.

Any suggestions on the best way to implement this kind of tagging without the overhead of managing lots of sub queues?
Dynamic Fields, Services, Tags?

Thanks

[root]

Hi,

Use dynamic fields (Dropdown) to classify and ACLs to reduce the values based on the ticket's queue.

- Roy

[gob]

Thank you Roy.
I was leaning towards that but I just needed a second opinion from one who knows for validation.