Configuring Issues

In the CIH Backoffice you can manage issue types. In here you can:

 

Adding/Editing a new issue type

To add/edit a new issue type:

  1. In the CIH BackOffice go to Issues -> Issue Configuration:

    new_issue_type.png

  2. Click in add_issue.png to add a new issue type or edit_issue.png to edit an existing issue. The issue type wizard will open:

    add_issue_general.png

  3. Type the Name of the Issue type and check the boxes of the services you want to associate your issue type with.

  4. Click in the Form tab, to add/edit the issue fields. There are four types of fields:
    • Text field - A text field is a field where the CIH user can write answers to questions or have a free text space.
    • Checkboxes field - Checkbox field is a field where you can define the options available for a question. When the client answers the agent checks the boxes with the given information.
    • Dropdown field - Dropdown field is a field where the agent selects one of the listed options for the given answer.
    • Number field - Number field is a field where the agent can enter an absolute number, as the answer for the given question.

      CIH_form.png

      To know more about the form fields, click here.

  5.  After you have created/edited all desired fields for your issue type, click Confirm to create/finish editing your issue type.

 

 

Deleting an issue type

To delete an issue type:

  1. In the issue configuration list, locate the issue you want to delete and click delete_issue.png
  2. A confirmation will pop up. Click Delete to confirm the deletion:

    delete_issue_confirm.png

 

 

Changing the order of issue types

To the change the issue types order:

  1. In the issue configuration list, locate the issue(s) you want to move up or down in the list.
  2. Click in up-down.png to move the issue up or down in the list.