Managing Area/Category/Issue Values

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

On this page you can:

Information Fields

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.
  Note:
  - Area/Category/Issue combinations must be unique.
  - After adding or editing an Area value, you must change to the Auto-Assignment.
Assign To specifies the user that are automatically assigned when a ticket or defect is specifies the Area.
Note: Changing the Assign To user changes the user assigned to any other Area Category Issue combinations with the same Area.
Ticket – If selected, Area, Category, and Issue information are displayed for ticket views.
Defect – If selected, Area, Category, and Issue information are displayed for defect views.
Customer – If selected, Area, Category, and Issue information are displayed for ticket views in Customer Portal. Customer Portal allows only selected contacts at accounts to create and update tickets.