A work item is a generic container for tasks and requests. Different types of work items can be configured, such as tickets, tasks, callback requests, etc. A work item acts as a new medium alongside phone calls, emails, and web chats. It can be created manually by a user in the Portal or Client, or automatically from an email or external source.

Create a New Work Item Type

1. Click in the left pane Explorer on Settings > Work Item Types. The existing Work Item Types are displayed.
2. To create a new Work Item Type, click Add.
   • Name: The name of the Work Item Type (e.g., Ticket, Task, Appointment).
   • Domain: The domain associated with this Work Item Type (e.g., Support, IT, Operations).
   • User Creatable: Defines whether the Work Item can be created manually. If disabled, it must be created via a web service call.
   • Notification per Email: If enabled, email notifications will be sent automatically.
3. Click Add to save your changes.

Work Item Custom Fields

Custom fields can be defined for work items. To configure them:

1. Click on an existing Work Item Type and navigate to the Work Item Custom Fields tab.
2. Click Add to create a new field.
   • Name: The name of the custom field.
   • Type: The type of field (text, large text, select (drop-down), date).
   • Values: A list of selectable values (semicolon-separated).
   • Default: The default value for this field when the work item is created.
   • Show at Create: Defines whether this field is visible when creating a work item.
   • Show in List: Determines if the field appears as a column in the Work Item List.
3. Click Add to save the new Custom Field.

Assign Users and Roles

To add users and define their roles for Work Items:

1. Click Add under the Work Item Users tab.
2. Assign one or more users with specific roles:

• Creator: Can create new Work Items and view their own Work Items.
• Handler: Can be assigned a Work Item and open only assigned items.
• Reader: Can view all Work Items in read-only mode.
• Manager: Can view and edit all Work Items within the assigned domain.
• Owner: The default assignee, with permissions to edit all Work Items within the domain and receive notifications for new and updated Work Items.

Notes

• Each role can be assigned to multiple users.
• A user may have multiple roles (e.g., Creator and Handler).
• If no Creators are assigned, all users can create Work Items.
• If no Handlers are assigned, any internal user can be assigned Work Items.

3. Click Add to save your changes.