Issue Types
Route: /org/resolve/settings?tab=issue_types · Permission: Manage Helpdesk Settings
1. What an issue type is
An issue type is what kind of thing a ticket is — Incident, Service Request, RMA, UAT, Problem, Change. It is chosen at intake and it changes the ticket's behaviour, not just its label.
2. How it spreads
3. Field reference — Create Custom Backlog Type
| Field | Control | Required | Notes |
|---|---|---|---|
| Display Name | Text | ✅ | Placeholder e.g., Bug Report. What agents see |
| Code | Text | ✅ | Placeholder e.g., bug_report. Used in URLs and integrations |
The code is an integration contract
It appears in /org/resolve/issues/:typeCode and in API payloads. Renaming it after anything is
wired up breaks those silently. Treat it as immutable once live.
4. What an issue type controls
| Effect | Where |
|---|---|
| The Ticket Type dropdown | New Ticket drawer |
| Conditional fields | RMA adds Device Serial Number; UAT adds UAT Screenshot URL |
| A dedicated queue | /org/resolve/issues/:typeCode |
| SLA scope | SLA policies can be set per issue type |
Issue type is not classification
Issue type is what kind of ticket. Ticket Classification is what it
is about. A ticket has both: an INCIDENT (type) about Network → VPN → Connection drop
(classification). Confusing them produces either a huge type list or a useless one.
5. Don't confuse this with…
| These two | Differ by |
|---|---|
| Issue Types vs Ticket Classification | Kind vs subject |
| Issue Types vs Statuses & Workflows | What it is vs where it is in its life |
A PROBLEM type vs a problem record | A ticket vs a root-cause record with no SLA |
6. Troubleshooting
| Symptom | Cause |
|---|---|
| Serial-number field missing on an RMA | The type is not RMA — the field is conditional |
| A per-type queue URL 404s | The code in the URL does not match the type's code |
| SLA targets differ unexpectedly | A per-issue-type SLA scope is set for that type |