Adding issue types and sub-issue types

Issue and sub-issue types are customizable fields you can use to categorize your tickets for routing, workflow, searching, and reporting purposes.

Similar to ticket priorities and ticket statuses, they play a role in assigning the right resource to the ticket, the automation of ticket workflows, contract exclusions, and service level agreements.
Using issue and sub-issue types allows you to generate reports detailing the type of problems your customers are experiencing. Both issue and sub-issue type fields can be searched in the ticket search page to locate similar problems and their resolution.
Issue and sub-issue types can be associated with queues, which allows you to create workflow rules that dynamically move tickets to a specific queue, based on their issue or sub-issue. For more information, refer to Adding, editing, and copying workflow rules.

Adding issue and sub-issue types

Field	Description
Name	Enter the name of the issue type.
Associated Queue (issues and sub-issues)	Issue and sub-issue types can be associated with queues, which allows you to create workflow rules that dynamically move tickets to a specific queue, based on their issue or sub-issue. For more information, refer to Adding, editing, and copying workflow rules.
Active (issues and sub-issues)	Defaults to Active. Clear the check box t make the issue type unavailable.
New Sub-Issue Type	Click to add a row to the sub-issue type table.
Sub-Issue Type Name	Enter the name of the sub-issue type. NOTE Best Practice: Issues that have sub-issues assigned cannot be deleted. Before you start tracking tickets, review issue and sub-issue types and delete all you are not going to use.
Excluded from New Contracts	Use this check box to retire a sub-issue type and prevent it from being used in contracts going forward.

Menu options

Option	Description
Edit, Edit [Entity Name]	Puts the selected row into Edit mode or opens the Edit <Option> dialog. The fields that can be edited are usually the ones you populate when you create a new list item. Make your changes and click Save, or Cancel. NOTE On some pages, you may not be able to edit System options.

NOTE An issue or sub-issue type associated with Incoming Email Processing must be disassociated before you can delete it.

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