Ticket Type Level

Ticket Types can be extended to four levels. Keep your current setup without any issue or choose to get even more granular in your reporting on Tickets.

 

 

If Setting of Ticket Types is Disabled, Ticket Types and Sub Types will not be visible when you log a new Ticket. If it is disabled, but was previously enabled, it will remove all Ticket Type levels from active tickets.

Caution:

• Deleting a ticket type versus inactivating – If there are tickets logged against the ticket type or sub type, the type cannot be deleted and will be made inactive

• When enabled, tickets require a ticket type and sub type – ticket types must have at least one sub type. Otherwise it cannot be used

• Depending on the Required to setting, a ticket cannot be logged or closed without assigning a ticket type and sub type

Customization

If you wish to change Ticket Type to Category and the sub types to Sub Category or anything else, go to System Phrases and edit the titles there.

 

Required to

The radio buttons allow you to choose if a Ticket Type is required when a ticket is logged, or when closing a ticket. If the user attempts to complete the function without Type/Subtype set, a warning will appear.