Managing Area/Category/Issue Values

Use the Area/Category/Issue view to add, copy, edit, or delete area, category, and issue values.

Area-Category-Issue values provide specific details of a reported problem or defect.

• Area provides a high-level description of the customer’s problem (on a ticket) or the type of defect. Customer Service managers can then run reports for problem analysis by Area.
• Category provides a more concise cause of the customer's problem and is grouped with a specific Area value.
• Issue provides even more detailed information about the customer's problem and is grouped with a specific Category value.

Area/Category/Issue combinations must be unique. After adding or editing an Area value, you may need to change the Auto-Assignment.

How Do I?

Add Area/Category/Issue

1. On the Support menu, click New Area/Category/Issue.
2. Click the Find button next to Area, Category, or Issue and select the appropriate items from each list, and then click OK.
   The Category items listed depend on the option you selected for Area and the Issue items available depend on the option you selected for Category.
3. Select or clear the Ticket, Defect, or Customer check boxes to change access for the edited value.
   • Ticket - If selected, then the values in the Area - Category - Issue item will be available when creating tickets.
   • Defect - If selected, then the values in the Area - Category - Issue item will be available when creating defects.
   • Customer - If selected, then the values in the Area - Category - Issue item will be available to customers creating tickets in Infor CRM Customer Portal.
4. Click the Assign To Find button , find the appropriate user, and then click OK.
   Any tickets that are assigned to the area will be automatically assigned to the selected user.

   Changing the Assign To user changes the user assigned to any other Area Category Issue combinations with the same Area.

5. Click Save.

Edit Area - Category - Issue

1. On the Navigation Bar, click Area/Category/Issue to open the Area Category Issues List view. If necessary, use the Lookup to locate an Area/Category/Issue item, and then click on the Area/Category/Issue link to open the detail view.
2. Make your changes.

   Changing the Assign To user changes the user assigned to any other Area Category Issue combinations with the same Area.

3. Click Save.

Copy Area - Category - Issue

1. On the Navigation Bar, click Area/Category/Issue to open the Area Category Issues List view. If necessary, use the Lookup to locate an Area/Category/Issue item, and then click on the Area/Category/Issue link to open the detail view.
2. Click the Copy button.
3. Make your changes.

   Changing the Assign To user changes the user assigned to any other Area Category Issue combinations with the same Area.

4. Click Save.

Delete an Area - Category - Issue

1. On the Navigation Bar, click Area/Category/Issue to open the Area Category Issues List view. If necessary, use the Lookup to locate an Area/Category/Issue item, and then click on the Area/Category/Issue link to open the detail view.
2. Click the Delete button.
3. Click OK.

Related Topics

/Category/Issue Details Tab