Ticket Types are used for classifying tickets. Although you can activate up to four levels of Ticket Type, you do not need to create entries for all levels.
For example: suppose you have a Ticket Type called Support. Under Support, there are four sub-type options:
Hardware
Software
Network
Other
Only the Software option has an additional level of sub-types beneath it. These include:
OS
Installed
DB
Other
If you select Support as the Ticket Type and then choose Hardware as the sub-type, you don’t need to go any further—the selection is complete.
However, if you choose Software as the sub-type, you’ll be required to pick one more item from its list of additional sub-types in order to complete the selection.
Ticket Types are most commonly used to label the root cause of a ticket's issue, so users can create accurate reporting on what issues occur most often. In situations where you are supporting your own software, you may use some Ticket Types for bug classifications.
If you are using the Ticket Type feature, then you must set a Ticket Type down to its lowest level before you can close a ticket.
If you deactivate Ticket Types, the tool will not appear in the application.