Problems List

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 an author can choose from when submitting a new KB article.

In the knowledge base form, when an author selects from the problem category drop down, it will load this tier of problem type lists in the type drop-down box, corresponding to the selected category. 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 users (internal staffs as well as web users) in finding the right KB article.

With each problem type, a default editor can also be specified, such that, the editor is responsible for any new articles posted by non-admin authors. The editor is informed automatically when such articles are submitted and onus of approval/rejection rest in the editor.
 
Problem Categories - Gather all the problem areas that your support team will be attending to and feed them into the 'Category' field. You can also specify the default hourly rate for each problem category, so that, when using statistics, you can consider this category rate, besides the other two rates - technician, caller department.