Issue Type and Issue Priority
Issue Type and Issue Priority help organize customer support requests by categorizing issues and defining their urgency. These classifications improve ticket assignment, SLA management, and overall support efficiency.
Issue Type
An Issue Type is used to classify Issues based on their nature or category.
Classifying Issues helps route support requests to the appropriate team members based on their expertise.
For example, Issue Types can include:
- Functional
- Technical
- Hardware
- Software
- Network
Technical or hardware issues can be assigned to engineers, while functional issues can be assigned to consultants or business analysts.
How to Access Issue Type
Go to:
Home > Support > Issues > Issue Type
1. Create an Issue Type
- Open the Issue Type list.
- Click New.
- Enter the Issue Type Name.
- Add a description if required.
- Save the document.
Issue Priority
An Issue Priority defines the urgency of resolving an Issue.
Issue Priorities are used by Service Level Agreements (SLAs) to determine response and resolution timelines.
Common priority levels include:
- Low
- Medium
- High
- Critical
How to Access Issue Priority
Go to:
Home > Support > Issues > Issue Priority
2. Create an Issue Priority
- Open the Issue Priority list.
- Click New.
- Enter the Priority Name.
- Add a description if required.
- Save the document.
The created priorities are displayed in the Issue Priority list and become available for selection while creating Issues and configuring SLAs.
Summary
- Use Issue Types to categorize support requests.
- Assign Issues to the appropriate support teams based on their type.
- Use Issue Priorities to define the urgency of Issues.
- Issue Priorities integrate with Service Level Agreements to determine response and resolution targets.
