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I am trying to remove a category called "Other" from our environment.  I want all new tickets to be put in a specific category going forward.  I currently have around 9,000 old tickets that have the category set to Other, so I can't just delete the category, so I was looking at rules.  If I go to create a new rule, I set the Category = Other, then on the next page it wants to continue defining the ticket rule, with the option being "and/or Category - Change value to " In this area, would I just put what I want the category to be renamed to?  Also, I assume that would let me rename Other, but would that create another category in my list that could not be deleted?  And if this category is changed, would email alerts be sent to all people CC'd or ticket owners on the old tickets?

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  • " In this area, would I just put what I want the category to be renamed to?"

    You would first have to create a new category first before you can change the "other" to something else. The rules don't allow you to create them on the fly. They have to exist first in order for the rules you create to change it to them.


    "Also, I assume that would let me rename Other, but would that create another category in my list that could not be deleted? "

    After you change all the tickets you can then do what you want with the "other" category. Delete, rename, keep...etc

    " And if this category is changed, would email alerts be sent to all people CC'd or ticket owners on the old tickets?"

    That depends on what you have set up but there is a chance yes. I would uncheck anything that would alert on category change or any rules you have already created that send out alerts.
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