Adding Issue Types/Subtypes using Administration menu


Issue types and subtypes can be added and edited by any user with Sys Admin or Can access and maintain Administration functions permissions.

The steps described here are based on default issue and issue type labels with all related capabilities activated. Your system's labels and available options may vary.

New issue types can be added from Administration > Issue Types and Submit and Edit Issue screens.


Organization/Group Restrictions, Email Distribution Lists and Subtypes for an Issue Type or Subtype are available only in edit mode.


Navigate to Administration > Issue Types > List All > Add.


Enter the title as the Issue Type.


To override alphabetical order in related lists and drop-downs, enter a Display Order.


To change the displayed and required fields for issues with this type, select a Custom Screen. If no Custom Screen is selected, the Default Screen defined in your System > Features will be applied. In either case, you may use the preview link to see how the Submit, View, Edit and/or Close Issue screens appear for this type.


To include a special message using a trak tip link next to this type on issues, enter the Trak Tip text. To display this tip only to Agent users, select Display this tip to Agents only. If no text is entered, no trak tip link will be displayed next to this issue type.


Click Save.

The message Issue Type was successfully added will then appear.