The dictionary of Issue Types is used to categorize reported problems as well as the conditions observed when performing subsequent steps such as diagnostics and troubleshooting. The dictionary includes entries like "No Connectivity", "No Access", "No video from source", "poor video from camera", etc. A well-defined dictionary of symptoms simplifies data entry and enables effective reporting. 

This article covers the following topics related to the management of dictionaries for Issues Types:

Creating Issue Types

Follow these steps to create new Issue Types.

1. From the Main Menu, select Define Issue Types from the Issues and Support stack.
   1. This opens the Issue Types dictionary.
2. You will notice that Issue Types are organized in a tree grid, or hierarchy, with a Parent Issue Type and one or more descendant Issue Types.
   1. Click the right pointing arrow next to any Issue Type to display the descendant Issue Types associated with it.
   2. Creating descendant Issue Types allows the Case creator to describe the reported problem or its symptoms with greater granularity.
3. Click the New button at the top of the viewing pane. This will open the New Issue Type
4. Populate the form fields:
   1. Name - The new Issue Type should have a clear and concise Name, easily interpreted by Users.
   2. Parent - If the new Issue Type should be a descendant of an existing Issue Type, select the existing Issue Type from the Parent drop-down menu. If no Parent Issue Type is selected, the new Issue Type will be a top-level Issue Type.
   3. Average Time - If the typical time to resolve the new Issue Type is known, enter it as hours and minutes in the Average Time field. This is helpful for work planning and can be edited in the future, as needed.
   4. Severity - Select the severity level for the new Issue Type. The Severity communicates the overall impact of the issue reported. The Severity options are standard and do not vary by instance. Options include:
      1. Functional Failure - Indicates outage; See note below.
      2. Planned Downtime
      3. Performance Degradation
      4. Support
      5. Informational, Potential for improvement
   5. Description - Enter a clear but concise description for the new Issue Type.
5. Once all desired entries are complete, click the OK button at the bottom of the form.

Editing Issue Types

Once created, an Issue Type can be edited as needed to best support maintenance operations and Case creation.

To edit an existing Issue Type:

1. Access the Main Menu from the top-level navigation toolbar.

2. From the Issues and Support stack, select Define Issue Types. 

   1. This opens the Issue Types dictionary.

3. Locate the desired Issue Type.
   1. Use filtering options or the search field, as necessary, to locate the desired Issue Type within the dictionary.
   2. Please note that search results will identify the Parent Issue Type.
4. Select the desired Issue Type.
   1. This opens the corresponding Issue Details panel along the right side of the viewing pane.
5. Select the Edit button from the top of the grid view or from the details panel. This will open the Edit Issue form.
6. Edit the Issue Type attributes (i.e., Name, Parent Issue Type, Average Time, Severity, or Description) as necessary.
7. Select the OK button at the bottom of the form to save the changes.

Deleting Issue Types

InfraLink implements "soft delete" functionality for Issue Types. That is, when a User deletes an Issue Type, the application marks it as "deleted" but maintains the complete record in the database. Please note that deleting Issue Types will in turn delete all descendants of that Issue Type as well. Follow these steps to delete Issue Types.

1. Access the Main Menu from the top-level navigation toolbar.

2. From the Issues and Support stack, select Define Issue Types. This will open the Issue Types dictionary.

3. Locate the desired Issue Type. Use filtering options or the search field, as needed, to locate the desired Issue Type within the dictionary.
   1. Please note that search results will identify the Parent Issue Type.
4. Select the Issue Type to be deleted.
5. Select the Delete button at the top of the grid view.
   1. InfraLink will ask if you are sure you wish to delete the selected entry and its descendants. 
6. Click Yes to delete the Issue Type.

Restoring Deleted Issue Types

As InfraLink implements "soft delete" functionality for Issue Types, the Instance Administrator can restore a deleted Issue Type record, if necessary. Follow these steps to restore deleted Issue Types.

1. Access the Main Menu from the top-level navigation toolbar.
2. From the Issues and Support stack, select Define Issue Types. This will open the Issue Types dictionary. 
3. Within the Filters panel, locate the Deleted Items filter and select Include Deleted from the drop-down menu options.
4. Select the Apply Filter Command button to apply the filter selection.
5. Deleted Issue Types will be listed within the grid view in gray italics.
6. Select the deleted Issue Type to be restored. 
7. Select the Restore button at the top of the grid view.
8. InfraLink will ask if you are sure you wish to restore the selected entry and if you wish to restore any descendant Issue Types, as well.
   1. Click Yes to restore the deleted Issue Type(s).
   2. Click Yes and Restore All Children to restore the deleted Issue Type and its deleted descendants.