Editing Issue Types/Subtypes


This article describes how to edit Issue Types and Subtypes.  See the Related Articles section for more information on interacting with Issue Types and Subtypes. 


  1. Navigate to Administration > Issue Types.

  2. Click the edit link next to the issue type. The Edit Issue Type screen will then appear.

If you make any changes on this screen, do not use the level 2 links until after you have clicked Update or the changes will not be saved. Maintaining subtype levels 2, 3 and 4 is described in the following section, Adding and editing subtypes 2, 3 and 4.

  1. To change the title, modify the Issue Type.

  2. To change the order among other issue types in related lists and drop-downs, modify the Display Order.

  3. To deactivate, unselect Active.

  4. To define or 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 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.

  1. To define or change the organizations and/or groups that are allowed to view and select this type, use the add and remove links in the Restrict To section. Only members of the listed Organization(s) and/or Group(s) will be able to view and/or select this issue type.

  1. To define or change third party (not Submitter, Enterer, Assignee and/or Next Action) email notifications for issues with this type, use the View/Maintain Distribution List link.

  2. To define or change the Tooltip message or its properties, use the Add/Edit Tooltip link. If no text is entered in the Tooltip field, no Tooltip link will be displayed next to this issue type.

  3. To change any existing Subtype 1-related properties, use the Active checkbox and the notify, Tooltip and/or restrict links next to the appropriate level 1 subtype.

  1. To add a new Subtype level 1 to this issue type, enter the display order and title for this New Subtype. To include a trak tip with the new subtype, enter the Tooltip text. To display this tip only to Agent users, select Display this tip to Agents only.

  2. Click Update.

The message Issue Type successfully updated will then appear.

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.