How can you populate the Incident Resolution Code list depending on Subcategory?

[Joe Taylor]

I would like to only show a list of resolution codes specific to the subcategory selected.

Most subcategories can use the list of codes already defined.

However, there are certain subcategories where these choices make little sense, so they need their own resolution code choice list.

I would only want a particular list of choices to show up if a specific subcatetory is selected.

For example:

Category: Security

Subcategory: Phishing attack

Resolution choices:   Blocked, Contained, Not Phishing-SPAM, Resolved by Caller, etc.

[Prateek kumar]

what are you trying to achieve exactly?

[Joe Taylor]

When an incident is submitted by an end-user from the Portal, or an Agent working on the form itself, and the "Security Incident" Subcategory is chosen, we want all the normal Incident resolution codes to disappear and be replaced with just a few codes specific to Security.

The rules should work upon original submission, changes and updates both from the portal and the ITIL form in the Instance.

If another subcategory is chosen on the form by the agent, then the origial list of codes should be displayed and the new codes removed.

 That way, when the agent is ready to resolve these specific types of Incidents, he only sees a small list of resolution codes for the ticket and not the much longer, normal list.

[Michael Ritchie]

Joe this sounds like a situation where a choice type field is not going to work well.  You may want to create a "resolution code" table and use a custom resolution code reference field instead.  Then in your resolution code table you can map these to specific incident categories and use a reference qualifier to filter the list based on the subcategory set on the incident.