Dependent Fields help set up deeper ticket categories. With dependent fields, introduce hierarchy in your field choices and organize them into categories, subcategories, and more. Dependent fields allow you to nest each item into 3 levels of categories.


An apt example would be asset categorization. Set up and organize support queries into first-level categories such as hardware, software, and network. Follow this up by bringing in sub-categories under Hardware such as desktops, laptops, and printers. Finally, add individual assets at the third level. This level of nesting helps capture depth in every service request and sort tickets better.


Here's how you can add Dependent Fields in your Ticket Forms:


  1. Go to Admin Settings > Global Settings > Field Manager.
    • For service catalog: Go to Admin Settings > Global Settings > Service Catalog > Catalog Item 
    • For individual workspaces: Go to Admin Settings > Global Settings > Workspace Settings > Field Manager


  2. Choose Ticket Fields.
  3. the Drag Dependent field onto the ticket form.
  4. Configure properties of the dependent field. You can choose visibility, editing permissions, and other field behavior for Agents and Customers.

  5. Next, create the label names for 3 levels of hierarchy in your dependent field. For example, you could call it Category > Subcategory > Issue > Asset > Type etc.
  6. Type the values for each hierarchy level in the text box added below. Use the tab button to indent the values. One tabbed space makes it a level 2 hierarchy while two tabbed spaces make it a level 3 hierarchy.
  7. Click Done when you have finished editing.
  8. Click Save once all fields are filled.


  • If you have a big list of dependent fields you can organize them with the tabbed hierarchies in any text editor and copy-paste them into the dependent fields editor. 
  • Workspace admins can view the list of global and local workflows applicable to their workspace. The global workflows execute first, followed by the workspace-level workflows, to allow for the workspace-level workflows to take precedence over the global workflow. For example, A global workflow can be configured to route tickets to the right workspace based on the subject/description.