Hi
I’m new here and looking to see if SuiteCRM can replace our existing CRM system.
Is there a way that Support Cases can be categorizsed within each incident from maybe pre-determined lists.
Tier 1 HARDWARE – SOFTWARE – ENQUIRY — ETC
Tier 2 HARDWARE
|__PC
|__PRINTER
|__LAPTOP
Tier 2 SOFTWARE
|_OPERATING SYSTEM
|_OFFICE
|_ACCOUNTS PACKAGE
I would also then like to be able to run reports on these categories.
Hi Dave, welcome!
You could achieve this with a series of custom fields that are Dropdowns.
The Dropdowns can be connected to each other, so that what you select in the first one, restricts what appears in the second. I am not sure about tying them in 3 levels (never tried it), but if it is not available out-of-the-box, I am sure it is a quite simple customization.
Since SuiteCRM is fully open-source, everything is fully customizable. And even if you need to spend some money paying a developer to make the app work exactly like you want it to, you’re saving a ton of money on licenses (when compared to other CRM’s you have to pay for), so you still get a great deal.
Once the values are in the fields, yes, you can certainly run reports on them and group by each type.
Have you already installed a test system so you can play with it?
These Categories are only Two Levels. You can add a Dropdown field to Cases Module lets say “Tier 1” with the top values. Lets say the Drop Down List name for this you save as tier_1.
Now add Dynamic Dropdown field type to Cases Fields and in this Dropdown add your Tier 2 values. In the Parent DropDown option for this field, write the name of First Dropdown, i.e. tier_1.
To elaborate on that explanation by @cherub-chum, there is a nice tutorial about linking dropdowns here: