Problem Types

Problem types describe the work being performed on a service call.

What You Can Do

• Define problem types with descriptions.

• Configure default priority, skill level, and call type.

To create a problem type:

1. Go to Settings > Service > Problem Types. Select New, then complete the following fields:

   • Problem Name (Required) - Enter a clear issue or work classification that users can recognize when creating a service call. A blank name cannot be saved.

   • Description (Optional) - Clarify what belongs in this problem type, especially when similar categories could be confused. Omit it when the name is sufficient.

   • Default Priority: Select the priority level to default onto the call when the problem type is selected.

   • Default Skill Level: Select the skill level to default on the call when the problem type is selected.

   • Default Call Type: Select the call type to default on the call when the problem type is selected.

2. Select Save & Close to return to the list, or Save & New to continue entering problem types. Confirm that the saved Problem Name and Description are correct.