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:

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.