## Issue types

An issue type defines the structure and behaviour of issues in a given category. Each type has its own workflow, fields, categories, and form assigned.

Management is available under **Configuration → Issue types**.

![Issue types list](/rkl-issuetypes-en.jpg)

## Issue type settings

### Basic

- **Name** — multilingual name displayed in the interface
- **Description** — optional multilingual description
- **Workflow** — assigned process (steps, statuses, transitions)
- **Active** — whether the type is available when creating new issues

### Issue numbering

- **Number format** — automatic numbering pattern, e.g. `RKL/{year}/{seq}`
- **ID length** — minimum length of the sequential number (zero-padded)
- **Current ID value** — current value of the sequence counter
- **Automatic reset** — when the counter resets: never, daily, weekly, monthly, yearly

The form shows a live preview of example numbers.

### Deadlines and alerts

- **Days to finish** — maximum resolution time; exceeded issues are highlighted
- **Overdue issue colour** — highlight colour for overdue issues
- **Days to alert** — how many days before the deadline an issue is flagged as at risk
- **At-risk issue colour** — highlight colour for issues approaching their deadline

### Escalations

- **Escalations** — enables or disables the escalation mechanism for this issue type
- **Escalation template** — message template sent when an escalation is triggered

## Related configuration

From each issue type's menu you can navigate to:

- **Categories** — category tree for issues of this type
- **Fields** — additional fields for the issue form
- **Remote forms** — public issue submission form for customers
- **Business rules** — action automation
- **Status page** — public page for tracking issue status
- **Reports** — reports assigned to the issue type

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## FAQ

### How many issue types can I create?
The number of types may be limited by the subscription plan. Each type can have its own workflow, fields, categories, and form.

### Can the workflow assigned to an issue type be changed?
Yes, but the change will only affect new issues. Existing issues remain in their current steps.

### How does the issue number format work?
The format defines the automatic numbering pattern. Available variables include `{year}`, `{month}`, `{seq}`. The sequence counter can be reset daily, weekly, monthly, or yearly. The form shows a live preview of example numbers.

### Can an issue type be inactive?
Yes. An inactive type is not available when creating new issues, but existing issues of that type remain visible in the system.

### What are escalations?
An escalation is an automatic notification (e.g. email) sent according to defined rules. The escalation template defines the content of that message.