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Hierarchy Builder

The Hierarchy Builder is a critical component of the Service Catalog that allows administrators to create multi-level hierarchies to organize tickets and streamline routing processes.

Key Features​

Creating Hierarchies​

  • Create custom hierarchies based on organizational structure or business requirements
  • Define multiple levels within each hierarchy to represent the depth of classification needed
  • Assign values to each level of the hierarchy to represent specific categories, departments, or service areas

Hierarchy Mapping​

  • Map hierarchies to templates using the Map Hierarchy feature in the template's advanced settings
  • Select which levels of the hierarchy to display during ticket creation
  • Configure whether to show all values in a level regardless of parent field selection

Benefits​

  • Enables complex ticket routing based on hierarchical selections
  • Provides structured categorization for reporting and analytics
  • Simplifies the end-user experience by presenting relevant options based on previous selections

Usage​

Hierarchies are particularly valuable for organizations with:

  • Multiple departments requiring different service paths
  • Complex service structures with parent-child relationships
  • Need for granular routing rules based on categorization

Implementation​

  1. Access the Hierarchy Builder from the Service Catalog menu
  2. Create a new hierarchy by defining a name and description
  3. Add levels to the hierarchy (e.g., Department → Team → Service)
  4. Populate each level with appropriate values
  5. Map the hierarchy to relevant templates through the Map Hierarchy tab in the template's advanced settings

Best Practices​

  • Keep hierarchy structures intuitive and aligned with organizational structure
  • Limit hierarchy depth to 3-5 levels to maintain usability
  • Regularly review and update hierarchies as organizational needs change
  • Use consistent naming conventions across hierarchy levels