Editing Issue Types/Subtypes
BEST PRACTICE: When possible, always deactivate instead of delete for data integrity.
NOTE: 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.
To edit an existing issue type:
1- Navigate to Administration > Issue Types. The Issue Type List screen will then appear. You may click “Show Inactive Issue Types” to include inactive types in the list.
2- Click the “edit” link next to the issue type. The Edit Issue Type screen will then appear.
CAUTION: 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.”
3- To change the title, modify the ‘Issue Type.’
4- To change the order among other issue types in related lists and drop-downs, modify the ‘Display Order.’
5- To deactivate, unselect “Active.”
6- 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.
7- 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.
8- 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.
7- To define or change the trak tip message or its properties, use the “Add/Edit Trak Tip” link. If no text is entered in the ‘Trak Tip’ field, no “trak tip” link will be displayed next to this issue type.
9- To change any existing Subtype 1-related properties, use the “Active” checkbox and the “notify,” “trak tip” and/or “restrict” links next to the appropriate level 1 subtype.
BEST PRACTICE: When possible, always deactivate instead of delete for data integrity.
10- 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 ‘Trak Tip’ text. To display this tip only to “Advanced” users, select “Display this tip to advanced users only.”
11- Click Update.
The message “Issue Type successfully updated” will then appear.
Adding and editing Subtypes 2, 3 and
4