Issue Types

Admin > Service Desk > Issue Types

The Issue Types pages maintains the list of issues and sub-issues that customers typically request support for in your system. This list is useful for tracking and reporting purposes. You can use workflows to automate responses to customer support requests, based on the issue type assigned to the request. Issue types and issue sub types can be included in an SLA objective.

Creating Issue Types

1. Select the Admin > Service Desk > Issues Types page.
2. Click New.
3. Enter the following fields in the Issue Type Info section.
   • Issue Type Name
   • Description
   • Status - Active or InActive
4. Click Add to add a new record in the Issues Sub Types section.
   • Name
   • Description
   • Status - Active or InActive
5. Repeat step 4 to add more issue sub types.
6. Click Save.