We are wanting to have a field added so a requester can type a topic (ie. printers) and that will provide option(s) that when selected, fills in the fields at the “Category” level and should also extend into Subcategories / Items without having to search specifically at that level to assist the requester or agent in finding what they’re looking for.
Ideally, if I search “Printer”, I would be presented with the available items I can select from and choose the appropriate scenario.
Hardware (Top-level category containing search term)
|_Printer
|_Purchase
|_Printer Jam
and
Software
|_Windows
|_Add A Printer (Item-level category containing search term)
This would alleviate so much hunt/peck for requesters, especially new employees to the organization.