Problem Types in Help Desk guide users to select the correct category when submitting a ticket. Properly configured problem types improve ticket routing, reporting accuracy, and overall workflow efficiency by ensuring requests are categorized consistently across the district.
Create a Problem Type
- Navigation:
- Admin
- Field Management
- Problem Types
Use the following steps to create a new problem type:
- Click Create Problem Type.
- Enter a unique Name for the problem type.
- Enter a Description (optional) to help users understand when to select this problem type.
- Select the checkbox to Hide the problem type from the User Portal.
- Select the checkbox to require users and technicians to choose a Sub-Problem Type.
- Select the checkbox to Hide the problem type from students in the User Portal.
- Use the dropdown to restrict the problem type to a specific Service Group.
- Upload an image by selecting Browse.
- Click Create to save the problem type.
Edit or Manage Problem Types
Use the following options to view, edit, or deactivate existing problem types:
| Icon | Action | Description |
|---|---|---|
| View | View a summary of the problem type details | |
| Edit | Modify the problem type name, description, visibility, or restrictions | |
| Deactivate | Disable the problem type so it is no longer available for selection |
Sub-Problem Types
Sub-Problem Types provide additional categorization within a main problem type, allowing for more detailed ticket classification and routing.
To manage sub-problem types:
- Click Add Sub-Problem Types to create a new subcategory.
- Select Edit to update an existing sub-problem type.
- Select Inactivate to deactivate a sub-problem type.