About Classes

Issue Classes help to provide structure for capturing and reporting issue-related information. This mechanism allows users to select which Class of issues they want to see on their Dashboard, which makes it easier to change their overall view of open issues. Additionally, data relating to classes can be interacted with via Report Writer.

Classes are a feature that is turned off by default, but can be enabled by a Sys Admin.

FAQ Answer
Who can create classes? The choices that are available in the Class dropdown are determined by users with Sys Admin or Can access and maintain Administration functions.
Who can select classes? Users with Can edit issues have the ability to select the class for issues.
Who can view classes? All users can view class-related data in issues and reports.

Examples of Classes:

  • Change Requests
  • Incidents
  • Problems
  • Defects
  • Internal Issues

 

Activating Classes

Just a reminder: Only users with “Sys Admin” permissions can activate Classes within your system.

Steps:

  1. Click the gear icon in the upper right > click on Classes beneath Issue Setup.
  2. Select Activate Issue Classes.
  3. Choose a Default Class for your system's issues. (This value will only be used when a submitter cannot or does not specifically select one).

The value entered here must also be added as a Class to your system.

  1. Click Update.

A confirmation message will appear when this process is complete. The Classes menu option will appear within the Settings Lightbox beneath Issues when the update is complete.


 

Adding Classes

Only users with “Sys Admin” or “Can access and maintain Administration functions” permissions can add, edit or delete Classes within your system.

Steps:

  1. Click the gear icon in the upper right > click on Classes beneath Issue Setup.
  2. Choose Add from the right quick menu, beneath Classes.
  3. Enter a name for the new Class.
  4. (Optional) Define the Display Order (e.g. “3” = third place) for this Class within related lists and drop-downs.
  5. Click Save.

A confirmation message will appear when this process is complete.


 

Editing Classes

Steps:

  1. Click the gear icon in the upper right > click on Classes beneath Issue Setup.
  2. Click edit next to the Class you are modifying.
  3. Make your changes in the Edit Class screen that opens.
  4. Click Update.

A confirmation message will appear when this process is complete.


 

Deleting Classes

Best Practice: Whenever possible, always deactivate rather than delete existing items within your system. In this case, you can instead opt to Edit the desired class, then uncheck the box next to Active.

Steps:

  1. Click the gear icon in the upper right > click on Classes beneath Issue Setup.
  2. Click del next to the Class you are deleting.
  3. Click Ok when prompted to confirm.

A confirmation message will appear when this process is complete.


Deactivating Classes

 

Just a reminder: Only users with “Sys Admin” permissions can deactivate Classes within your system.

Steps:

  1. Click the gear icon in the upper right > click on Features beneath System.
  2. Scroll down to the Issue Classes section.
  3. Uncheck Activate Issue Classes.
  4. Click Update.

A confirmation message will appear when this process is complete.