...
Problem types can be created and managed via the navigation menu ‘Requests' → 'Problem type schemes’1. The default problem tree is already available and can be filled with the problem types the customer desires.
It is also possible to use the default problem type import template to import all desired problem types (See How to use the import templates)
...
1. A problem type scheme is a tree of problem types. Technically multiple problem type schemes can be created with each their own problem types. By default, the default problem type scheme 'problem tree' is automatically linked to every new request.
1.3 Service Level Agreement (SLA)
...