Issue types are ways for agents to categorize their issues and more completely tell the story of each one for the benefit of others in their organization. Below are the default issue types; you can also customize your own.
Something that needs to be done. Example: There is a typo on a webpage that needs to be corrected.
Sub-tasks are meant to split issues into manageable chunks or allow these chunks to be worked on by other agents. Example: An employee moves to a different department in the library. We can manage the entire process in a single issue, splitting up the work with sub-tasks - "Move phone," "move computer," "change title on website," etc. - that can be assigned to different agents. Sub-tasks can be converted into issues if necessary, and vice-versa.
Investigation into the causes of incidents. Example: "See whether [student] is labeled Wages or Workstudy in Timeclock (because their timesheet is wrong)".
A large project that encompasses many issues. Example: "Catalog the Lincolniana collection," "Set up a new journal on our hosting platform," "Investigate alternatives to Sirsi Enterprise."