I’m experimenting with Zammad 6.2.0 and I would like to understand if there is a way to define ticket categories so that I can create tickets into specific groups.
So far, I’ve thought to use tags to simulate categories, but what I’m thinking of is how to assign a single category to a ticket, for example “IT problem”, “Hardware”, “Meetings”, and so on.
Is there a best practice?
I have been experimenting with this too, because one would usually want to know how many tickets of certain types/categories come in and which areas to focus on in the servicedesk.
Zammad already has an inactive custom ticket object type, which you could use for this purpose. This is a single selection field:
Now our problem is: we rarely get tickets which fall into a single category. Questions often turn into changes, and changes are sometimes followed up with new questions. We’re not that corporate/bureaucratic that we insist on getting a new ticket for this, even though that would be the ITIL way. One of my solutions, other than adding various tags, was to add a new custom object, tickettype, and create various categories in a multi-select field, which can also be combined. This is still a concept and I haven’t used this in PROD:
Also, you might want to upgrade your install, Zammad 6.2 is not really considered current at this point.
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Thanks, the type looks exactly to what I was looking for.
Luckily, I will have a defined single type and can add tags to better specify the metadata.