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

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

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

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.