Typically, Type categorisations have 3 levels; Super Type, Type and Sub Type, though not all 3 levels need to be used.

Below is an example of how to set up a two-level structure including Types and Sub Types.

Types will depend upon the areas of your organisation that you are supporting. For example, if you are setting up an IT Service Management system and would like to set up Types within your Ticket folder, these may include IT Hardware Issue or IT Software Issue.

Types should be kept relatively broad and clear; ticket definitions can become more detailed with the use of Sub Types.

Creating Types

creating types

The Type Details screen will appear after clicking “Add New Type“:

type details screen

At this point, it will be worth checking that you have successfully created your first Type, before progressing on to setting up the next one.

In order to do this, go into your Ticket folder, click New to log a new ticket and see if the new Type appears in the Type drop-down. If this has been successful, repeat the process until you have a list of Types set up:

type setup check

Creating Sub Types

Sub Types can be used to expand the Ticket Type selection further and enable the person logging the ticket to provide precise details of the nature of a ticket.

To add a new Sub Type, in Service Level Management, select Sub Type in the category drop-down and click Add New Sub Type. This will generate the Sub Type Details screen:

sub type details screen

It is worth making sure that the category has been saved successfully, so go into your Ticket folder, try to log a new ticket and check that Laptop now appears in the Sub Type category drop-down.

If the category was saved successfully, the Sub Type will now appear in the Sub Type drop-down on the ticket screen:subtype dropdown

Currently, the Type and Sub Type are not related, so now you can set Parenting rules:

subtype parenting

In this example, Laptop now appears as the Sub Type of IT Hardware Issue:

subtype child dropdown

Build Your List

Now that you know the process for configuring Types and Sub Types, carry on through your list of Sub Types and parent the appropriate Types to their child Sub Types. You should end up with more Sub Types than Types.

Your lists can be edited easily at a later date via the Service Level Management area. If you decide that you do not need a specific Type or Sub Type, we recommend archiving rather than deleting, so that it can be easily reinstated if necessary.

To archive, open the Type or Sub Type and tick the box Archive:archive tick box