How do I add, edit, or remove products or categories in the drop-down menus?
Products and sub-products are defined in the Products table. Categories and sub-categories are defined in the Categories table. When creating a new product or category, the name is restricted to 40 characters and cannot be modified to be longer in length.
When adding a new sub-product or sub-category, review your workflow rules and enable the new sub-product or sub-category in the appropriate rules. When a product or category is enabled in a workflow rule, new sub-items are not automatically included in the workflow rule. For this reason, you need to edit each workflow rule that uses the parent product or category in the IF criteria of the rule.
You can have up to six levels of products and categories.
Use the steps below to add, edit or remove products and categories:
- Path to access products and categories: From the Configuration items, select Service > Products/Categories/Dispositions.
- To add a new item: Click in the column you want to add a new item to and then click the New button on the ribbon. Or, To edit a product, right-click and select Edit.
Name: Enter the common name of the item.
Visibility: For each interface listed, enable the appropriate check boxes regarding administrative visibility or end-user visibility. If you enable the Administration visibility box, the item will appear in the Products or Categories menu for both incidents and answers when viewed from the administration console. It is not possible to enable the product or category to be visible for only incidents and not answers or vice versa. This also enables visibility as a filter option within a report.
Note: If you enable administration visibility for a product or category and when you create new answers, you can assign the answer to a product or category that has only administration visibility enabled. This allows you to create answers ahead of time for new products that you are rolling out in the near future.
Description: Click on the Description button on the ribbon. Information entered in the Description field displays when the end-user clicks the icon from the Answers end-user page.
After defining the name, visibility and description and click Save.
- To add a sub-item: To add an item at the same level, right click on a value and select Add Sibling. To add a sub-item, right-click and select Add Child. You can also create the item as a product or category and then drag and drop the item on the value that will be the parent product or category. When you drop the item, it will be listed under its parent and will be indented as an indicator that it is now a sub-item.
Deleting Products or Categories: You can delete a product or category by right clicking on it or simply highlighting it and selecting the Delete option. However, you cannot delete a product or category if an answer is assigned to that value. Therefore, before you can delete a product or category, you must search for all answers assigned to that item and remove the answers from being assigned to that value.
If you try to delete a product or category that has answers assigned to it, you will get a dependency conflict message that indicates which answers are still assigned to that value. (Note: Beginning with the August '09 release, deleting products and categories will not generate warnings). For more information on dependency conflicts, refer to Answer ID 2260: Dependency conflicts when editing products, staff, or custom fields.
Disabling Administrative Visibility: If administrative visibility is removed from a product or category, the product/category will be disassociated from all answers tied to that product/category. This can cause the affected answers to no longer appear on the enduser pages if the answers are not associated with other enduser visible products/categories. Re-adding administrative visibility to the product/category will not automatically reassociate the product/category to the affected answers. Instead, each answer must be manually associated with the product/category for which administrative visibility was removed.
Moving Products or Categories: You can move products and categories, including sub-values, without receiving a dependency notification. When you move an item, the answer retains its relationship to the product or category value. For example, if an answer is assigned to product B and you move product B to be a sub-product under product A, the answer will still be assigned to what is now sub-product B that is listed under product A.
Disabling End-User Visibility: Answers retain their association to the product or category if the end-user visibility is removed.
Effects on Incidents: In all versions, incidents remain associated with the item or sub-item wherever it is moved, so if incidents are assigned to product A and sub-product B, the incidents will be assigned to the B value if it is moved to become a product.
For more information, see Answer ID 1179: Effect on incidents and answers when moving or deleting products or categories.