SummitAI Service Management Help

Incident Management

What is Classification?

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

To configure Classification:

Select Incident > Configuration > Incident Masters > Classification.
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.
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.Right click on any of the configured Classifications, a pop-up list with the following options is displayed:
- 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.
  Note:
  
  Emojis are supported for Incident Management module.
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 (See: Importing Master Template in SummitAI Platform).

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