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Understanding and Customizing Default Issue Types

An issue type is used to clarify the kind of issue is being created. 

Issue types are used in the following circumstances:

You can customize the labels for each default issue type to better match the terminology used in your organization.

Understanding Default Issue Types

When customizing issues in Workfront, there are four default issue types that you can configure and rename. You must have system administrator access to create an issue status. When you create a custom status status, it has to be associated with an issue type. This helps the person creating an issue to know what kind of issue they are submitting. 

The 4 default issue types are: 

Bug Report Used to track reported bugs in the system.
Change Order Used to track issues that need to be updated or revised.
Issue An object in Workfront that communicates unplanned work, a problem that arises, or something that must be resolved in order to continue a task.
Request An issue type that applies to a request queue where users make requests in Workfront.

Customizing Issue Types

You can modify the labels for each issue type, but you cannot create additional issue types or change the function of the issue type. Additionally, the filter values for the issue names cannot be altered. This means, if you create a filter on an issue report, the value of the filter (key) does not reflect the issue type's custom name. While you can change the names and add statuses to different issue types, you cannot delete or remove the default statuses associated with the issue type. The default New, In Progress, and Closed functionality must be applied to all issue types. These issue statuses cannot be configured, (although they can be renamed.)

You can determine the order that options appear on individual drop-down menus for each issue type. For example, by clicking Bug Report, you can see each status applied to that issue type. You can drag and drop the statuses into the order you want them to appear in your user's drop-down menus.

To customize the issue type:

  1. Click Setup in the Global Navigation Bar.
  2. Click Project Preferences.
  3. Click Statuses.
  4. Click the Issues tab.
  5. Hover over the issue type you want to customize.
    An edit icon appears.
  6. Click the Edit icon. The field around the issue type name becomes editable. 
  7. Enter a new name for the issue type.
  8. Click elsewhere on the screen to save the new name.
  9. Click the issue type name. A list of the statuses associated with that issue type appear in the list.
  10. Drag and drop the statuses in the order you want them to appear in the user's issue Status drop-down menu.