i will recommend you to change in Db LEVEL
if you can't then you can us the case example for changing the request area sym field
CASE WHEN [GROUP].LAST_NAME in ('DBA','Network','Windows') THEN 'Second Line Infrastructure' ELSE 'Other' END
Thank you fahussain for your reply. Where do I put this case example? Data Editor? Advance Condition?
If you open your datamodel.dat file using the data model editor, locate that ticket category field you're using and open up the dialog box for it (double-click). It'll be the expression field you'll want to use for the case statement.
Hope that helps point you in the right direction.