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, classes can be utilized by Workflows and data related to it 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.

As you decide which issue classifications to use in your system, keep in mind that the way the system responds to issues can be automated based on any of these values. This includes Auto Assignments, Subscriber Lists, and Workflows.

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

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Activating Classes

Steps:

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

5. 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.

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Adding Classes

Steps:

1. Click the gear icon in the upper right > click on Classes beneath Issues.
2. Click Add in the right context menu.
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.

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Editing Classes

Steps:

1. Click the gear icon in the upper right > click on Classes beneath Issues.
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.

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Deleting Classes

Steps:

1. Click the gear icon in the upper right > click on Classes beneath Issues.
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.

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Deactivating Classes

 

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.