HELP FILE

Set Types

Types act as categories or tags to help you and your team quickly identify the nature of an incident, problem, change or release, create more robust reports, assign records more easily/accurately and add more detail to items. In addition, administrators can allow some or all incident types to be shown within the Customer Portal, which determines whether or not customers can submit issues, suggestions, questions or requests once they log in. Incident types can also be given unlimited subtypes, if desired.

Each new account includes a few default types for each record, which you can leave or modify as desired. Incidents also allow you to add sub-types.

Topics in this article:

Add types for incidents

Add types for problems, changes or releases

Edit or delete types (incidents, problems, changes or releases)

Add types for incidents

Incident types have a few more options that those for problems, changes and releases because they can be customer facing. Incidents require a minimum of 3 incident types. See Configure Customer Portal Settings for more information about showing types in the Customer Portal.

1. Go to Configure > Services > [select service] > Incidents > Types.

2. The top 4 incident types are designated as "Issue," "Suggestion," "Question" and "Request." You can keep the default priority names, or modify them and add subtypes as desired. Click  Add Another to add additional types.

Note: Subtypes can be particularly useful for customer-facing incident types. Allowing your customers to choose subtypes helps you respond to them better and faster.

3. Use the "Allow in Portal" check boxes to select which of the incident types should be available within the Customer Portal when a customer is submitting an incident. When any of these types is visible in the portal, then customers can select the corresponding link ("Report an Issue," "Make a Request," Ask a Question," or"Make a Suggestion") to submit an incident in the portal and have it automatically assigned to the corresponding type within Service Desk. To prevent customers from submitting anything through the customer portal, simply disable the "Allow in Portal" check boxes for all incident types.

4. Click Save when finished.

Add types for problems, changes or releases

Note: Problem, change and release types are not visible to customers.

1. Click Configure > Services > [select service].

2. Select the Problems tab, Changes tab or Releases tab, then select Types.

3. You can add, delete or rename the default types to suit the service's needs. Click  Add Another to add additional types.

4. Click Save when finished.

Edit or delete types (incidents, problems, changes or releases)

1. Click Configure > Services > [select service].

2. Select the Incidents tab, Problems tab, Changes tab or Releases tab, then select Types.

3. Edit types as desired, or click the Delete icon next to the type(s) you want to remove.

Note: 

4. Click Save when finished.

Related

Use Services and Service Management

Create, Configure and Manage Services

Enable & Integrate a Service's Support Email Address

Create Templates (Incidents and Releases)

Set Priorities and SLAs (Incidents)

Set Priority Levels (Problems, Changes and Releases)

Set Statuses

Set Default Field Selections for New Incidents

Set Categories

Add Custom Fields

Set Approvers (Changes and Releases)

Set Up Triggers

Configure Service Access

Solicit Feedback (Incidents)