Your system needs an overall structure for capturing and reporting issue-related information. This is accomplished by classifying the subject areas being addressed through IssueTrak into:
■ Classes – general categories such as Change Requests, Incidents, Problems, Defects, Internal Issues, etc.
■ Issue Types – descriptive categories such as Product Support, Customer Relations, Shipping, IT, Operations, Administration, etc.
■ Subtypes – detailed sub-categories of specific issue types and higher level subtypes
Example… Issue Class = Internal Issues
> Issue Type = Administration
>> Subtype level 1 = HR
>>> Subtype level 2 = Benefits
>>>> Subtype level 3 = Insurance
>>>>> Subtype level 4= Qualifying Event
Issue Types are the only issue classification every system is required to use. The use of Classes and/or Subtypes is optional.
All users can select an issue type on issues, but which issue type values are available to them depends on any “Organization/Group Restrictions” in place. However, all users can view all issue types in any reporting mechanisms available to them. This includes the Dashboard, which has an “Open Issues by Issue Type” Module.
When Subtypes are activated, all users can select a subtype on issues, but which subtype values are available to them depends on any “Organization/Group Restrictions” in place. However, all users can view all subtypes in any reporting mechanisms available to them.
NOTE: For more information on Classes, see the “Classes” chapter of this manual.
As you decide which issue classifications to use in your system, keep in mind how the system responds to issues can be automated based on any of these values. This includes Auto Assignments, Email Distribution Lists and Escalation Rules. If using the Incoming Email (IEM) Module, the system can automatically determine issue types and subtypes (as well as Quick Pick values) based on “Subject” lines of incoming emails.