New/Edit Sub Type
There are two groupings of sub types: incident sub types and change/problem sub types.
Editing Incident sub types
Editing incident sub types is very straightforward. Simply choose the "Incident" service record type and then give the new sub type a name.
Editing an incident sub type
Incident sub types have two functions:
Editing Change, Problem, and Request sub types
All changes, problems, and requests are based upon sub types. These sub types control which workflow tabs appear on the SR and which fields are visible on all non-workflow tabs.
To edit a change, problem, or request sub type, select the Service Record Type, in this case "Change", "Problem", or "Request", and give your sub type a name. Then, click Edit Sub Type View to edit the sub type form.
Editing a change sub type
Important: Editing a change, problem, or request sub type will immediately update all changes, problems, or requests that are based upon that sub type. If you would like to make changes to a sub type so that they only affect some of your changes, problems, or requests, create a new sub type and then base your changes/problems/requests upon that new sub type instead.
Customizing non-workflow tabs
Clicking on Edit Sub Type View will open a screen very similar to the edit template screen. However, you'll notice now that on non-workflow tabs you now have the cogwheel icon available on the top menu bar. This allows you to customize the fields available on your non-workflow tabs. Click here for instructions for customizing forms.
Adding and removing workflow tabs
Workflow tabs also have a cogwheel icon at the top, with a slightly different purpose. If you click on the cogwheel icon when you are on a workflow tab, you'll see the following screen:
This page allows you to add, remove, and rename workflow tabs:
When you are done making changes, click Save.
Note: If you click New Tab, you will create a new, non-workflow tab, which you may then edit normally.