For details about how to create new types of Ticket and Case in Builder, see the following video:
Create a new Type Ticket or Case (also known as Ticket / Case Archetype) by clicking the ‘+’ link to right side of the column headings on the Service Matrix page:
In the resulting ‘Create Case/Ticket type’ popup you can enter the relevant information:
These settings are not versioned i.e. when changes are made they affect for all new and running work items
Defining Steps within a Case
If you select a Case type which also includes Steps, the popup will also allow you to set the steps information…
Subsequent Editing of Case / Ticket Type:
To view / edit a Case / Ticket Type’s settings, click on the edit icon above the name in the header.