Using a rule to display only 3rd level categories for incident, request, or change records

In Change, Incident, and Request Management in Service Management, users can select a category for a record. These are the categories found at Administration > Master Data > Categories. For example, Network Access might be a category, appearing as the subcategory of Accounts & Identity which is itself the subcategory of Access (Accounts & Passwords):

You may want to restrict what categories users can use for change, incident, and request records to third level categories such as Network Access. You can achieve this using the following:

1. From the main menu, select Administration > Configuration > Records > Processes and Rules.

2. Select the Change record type.

3. In the tree on the left, select Change (the top level of the tree).

4. In Rendering forms, click Add, then select Simple rule.

5. In Field selection rules, select Define suggested values based on filter.

6. Click OK.

   

7. Click field, and select Category. Then click OK.

8. Click title, and type Available Categories. Then click OK.

9. Click all records, then Add Item.

   1. In the first box, type Level2Parent.

   2. In the second box select NOT IN from the drop-down.

   3. In the third box, type union('Empty') then click OK.

10. Click Save.

    

On implementation, only third level categories are displayed (along with their full path).