Right click in the left hand side of the screen and select ‘New Root Type’.
Ticket Type: Select the Type that you want to configure
Default Ticket Impact/Urgency: Set the Impact/Urgency that will automatically be set when a user creates a Ticket and specifies this Ticket Type
Default Ticket Priority: If not utilizing Impact and Urgency this will set the Priority that will automatically be set.
Auto Assign User Group: Select a group that the Ticket will default being assigned to.
Default Ticket Title: Define the Title of the Ticket to use.
Default Ticket Description Define the Ticket Description to use.
Warning
Please Note:
Default values are only used when creating Tickets, not during editing existing.
Warning
Each Type/Category classification has to have default values explicitly defined in order for them to be used. Default values do not inherit down to lower-level classifications from high-level ones. The configured default values (or blank values) will be used only from the lowest level of classification that the user selects.
Warning
Example:
A configured default Title for a classification of Incident will not be used if the user selects a classification of Incident >Network Outage. This holds true even if there are no default values configured for Incident > Network Outage.