Specify the Number of Required Product Levels for Incidents
You can use up to six levels of products, categories, and dispositions to classify incidents and answers in the knowledge base.
By creating subproducts, for example, you can let your customers further refine their searches. This also lets staff members classify incidents and answers more precisely. If you have created multiple levels of products, categories, and dispositions, you can also define the number of levels that staff members are required to select on the administration interface.
Note: Although
this procedure describes how to configure the number of product levels
on an incident workspace, follow these same steps to define the Minimum
Level value for the Category and Disposition fields.