Topic by Ryan Schofield
For our service categories we have up to 3 levels of categories for incidents. In most cases the customer can see at least 2 levels. Sometimes we have a 3rd level that is only visible to the agent. AAQ is configured to require up to that 3rd level when submitting incidents. My problem now is that I want to disable the children and just leave the 2nd-level category accessible. I don't want agents or customers using the 3rd level category. I can't delete the category because we'd lose the info in reports, so I just made the 3rd-level not visible to anyone. The 2nd level is visible to customers and administration, but when I go to our AAQ page the 2nd level category isn't showing up. Hopefully that makes sense. Any suggestions? How can I remove all child categories and just use a parent category, when previously the parent category could NOT be selected because we required selecting children?