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Creating & Editing new TYPES of Ticket & Case

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.