Problem types list - The problem types are sub-category items that falls within the domain of a problem area/category. Hence, each problem category has a specific list of problem types that a technician/manager can choose from and tag a support request case. In the Outlook case and knowledge base form, when a technician selects from the problem category drop down, it will load this tier of problem type lists in the type drop-down box. These nested tiers of categories/types are complete customizable to your organization's support model and act as somewhat of a guiding decision tree for the caller (when submitting online service request) and technicians etc. These also assist in providing high-level information to help desk managers in automatic assignment of cases to the correct technician (only if the default technician field in the list is defined).

Default values - You can also defined three default values of a combination of Problem Category and Type:

• Default time (in minutes) under which the particular problem is expected to be fixed/resolved.
• Default technician who has expertise on that problem.
• Default SLA under which the problem fits into.

Problem statuses list - As technicians start working on assigned cases, over time, they may need to update the state of the tagged problem so that senior technicians or managers can track and plan additional resources if needed to resolve that particular case. Such a list of status flags can be specified.

Automatically add non-existent problem to list - Enable this option to allow technicians to accept problem items that are not part of the problem lists. In doing so, the new problem item will be added to the problem lists for future use.