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Service Management Help

Service Request Management

Classification is the nature of the issues raised by the End Users in an organization. The Service Requests (SRs) raised by the End Users are identified using these Classifications while resolving the SRs. You can add and modify Classification details for SRs under a Tenant.

To configure Classification:

  1. Select Request > Configuration > Service Request Masters > Classification.

  2. On the CLASSIFICATION page, select the Tenant. A list of all the configured Classifications for the selected Tenant is displayed under the DETAILS section.


    Figure: CLASSIFICATION page

    Note:

    • The Green color code indicates a default Classification.
    • The Red color code  indicates a deactivated Classification.
    • The Yellow color code indicates a new Classification.
    • Before Classification name, the Classification ID associated with every configuration is displayed.

  3. Right click on any of the configured Classifications, a pop-up list with the following options is displayed:

    • Create Root Node: Click this option to create a new Root Node/Classification. A new Node/Classification is created at the top of the configured Node list.

    • Create Child Node: Click this option to create a Child Node/Classification. A Child Node/Classification will be created for the Node/Classification on which you have right clicked.

    • Rename: Click this option to rename a Node/Classification.

    • Deactive: Click this option to deactivate a Node/Classification.

    • Set as Default: Click this option to set a Node/Classification as Default Node/Classification.

  4. Click SUBMIT to save the changes.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CLASSIFICATION page.

EXPAND ALL

Click EXPAND ALL to expand all the configured classifications.
To display the inactive Classifications, click the Include Inactive check box.

Note:

When the expanded Classification list are displayed under the DETAILS section, the COLLAPSE ALL action is displayed on the ACTIONS panel. Click COLLAPSE ALL to collapse the Classification list.


IMPORT

Click IMPORT to update or create multiple Classifications importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the CLASSIFICATION page. For more information see Importing Master Template.

SORT ORDER

Click SORT ORDER to sort the Classification and Category field values on the NEW SERVICE REQUEST page.


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