We have just released an update to the behaviour of subcategories for incidents in the both the service desk and the self-service portal.
You can now define whether to make subcategories a mandatory field when a user creates an incident in the service desk or via the self-service portal.
The setting for this is separate for the technician in the application and the self-service portal.
To enable setting subcategory as mandatory for technicians, head over to setup -> categories and switch it on as in the screenshot below:
To enable setting subcategory as mandatory for portal users, head over to setup -> self-service portal and switch it on as in the screenshot below:
At your service,
The Samanage Team