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Create Menu Item Group

When creating menu item groups, you can nest a standard menu item under a custom menu item, but you cannot nest a custom item under a standard item, with the following exceptions:

  • You can nest standard items under the More and Admin Tools menu items.

  • You cannot nest the New Case item or nest any other menu items under it.

All menu items with nested items are parent items that do not link to a URL. Nested items are child items that link to a URL. You can set different visibility permissions for parent and child items, but keep in mind that users who do not have permissions for a parent item will not see its child items. 

You can add an unlimited number of child items, with up to three levels. For example:


Resources <parent  of the menu item group>

Knowledge Base <2nd level; parent of the sub-group>

Customer Portal <3rd level >

Internal Portal <3rd level>


In this example, Resources and Knowledge Base are both parent items. The groups in this example will appear on the navigation bar as follows: 



Creating a menu item group

To create a menu item group, you need to create each menu item and select the Can be parent checkbox for each parent item. Then, drag and drop the child items onto the parent items. 

  1. Click the New Menu Item link.

  2. Complete the form fields:

  • Name: Enter a name.

  • System ID: A unique identifier, automatically generated when you name an object. You can use this identifier to reference an object in scripts, templates, tags, and through the API. You can change the System ID by selecting the pencil icon. Use caution when changing the ID as it can affect existing scripts associated with the object. For more information, see System ID.

  • Active: Select this checkbox to activate the menu item.
    If the item is inactive, it appears in the Menu Item list as (Inactive) and does not appear on the navigation bar.

  • Can be parent: Select this checkbox to make the item a parent of the group. 

  • Open Link in New Window: Not available for parent items. Select this checkbox to open the link in a new window or tab. 

  • Menu Item Icon: Optionally, click the Choose icon link to select an icon to display on the navigation bar. 
    The icon appears instead of the item name when the navigation bar is collapsed, and next to the item name when the navigation bar is expanded. Note that the icon appears only for parent items.
    If you do not select an icon, Workflow uses the default icon 

  • System Roles: Select which system roles can see the menu item.

  • Permission Groups: Select which permission groups can see the menu item.
    To create a new permission group, click the Add New link. For more information, see Permission Groups.

      3. Click Add.

  1. Follow steps 1-3 to create child menu items and/or additional parent items.

  2. Drag and drop the child items onto the parent item.

Menu groups appear on the navigation bar in the same order as in the Menu Items list. To change the order, drag and drop the groups to the location you want.


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