Managing Area/Category/Issue values
Use the Area/Category/Issue view to add, copy, modify, or delete area, category, and issue values.
On this page you can:
- Add Area/Category/Issue. See Adding Area/Category/Issue
- Modify Area/Category/Issue. See Modifying Area/Category/Issue
- Copy Area/Category/Issue. See Copying Area/Category/Issue
- Delete Area/Category/Issue. See Deleting an Area/Category/Issue
Information fields
- Area/Category/Issue
values provide specific details of a reported problem or defect.
- Area provides a high-level description of the customer problem (on a ticket) or the type of defect. Customer Service managers can run reports for problem analysis by Area.
- Category provides a more concise cause of the customer problem and is grouped with a specific Area value.
- Issue provides even more detailed information about the
customer
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.
Note: Assign To specifies the user that are automatically assigned when a ticket or defect is specifies the Area. 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.