Configure Classification for Service Request

Owned by Enterprise IT
May 08, 2024
3 min read


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. You can create a configuration in Global Tenant which is inherited from all the Local Tenants. For more information, see Global Tenancy Overview.

To configure Classification:

  1. Navigate to 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

    Notes

    • The Green color code indicates a default Classification.
    • The Red color code indicates a deactivated Classification.
    • The Yellow color code indicates a new Classification.
  3. 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.
    • Delink: Delink means detaching connect from the Global configuration. In the Classification function, you can delink a Child or a Parent classification of Local Tenant from the Global Tenant. If you create a Global Tenant Classification, then it is inherited by all the Local Tenants. For more information on the Global Tenant Configuration, see Global Tenancy Overview. To delink a classification, see Delink Classification.

  4. Click SUBMIT.

For more information on Configure Classification for Service Request, see Configuring Classification.

To Delink a Global Tenant Classification, perform the following steps:

  1. Navigate to the Request > Configuration > Service Request Masters > Classification.
    The CLASSIFICATION DETAIL page displayed.

  2. Click GLOBAL TENANT from the Tenant list.
    The Classifications configured for the GLOBAL TENANT displayed.


    Figure: CLASSIFICATION page

  3. Navigate to the Local Tenant (Information Technology).
    The Classifications configured at GLOBAL TENANT displayed with a globe icon.


    Figure: Local Tenant

  4. Right-click the Classification to view the list and Delink.


    Figure: Options

    Notes

    • You cannot create a Child Node and Rename the Classification due to which Create Child Node and Rename buttons are grayed out.

    • A message ‘By delinking Global Configuration, it will be converted to a Local Configuration, upon clicking Submit.
  5. Click SUBMIT to delink the Classification.
    The Classification created at the GLOBAL TENANT can be modified at Local Tenant level.

Icon

The following table describes the icons on the CLASSIFICATION page:

Icon Description

Global Configuration   
Indicated in grey color globe icon.

Global Configuration- Modified Locally   
Indicated in blue color globe icon.

Global Configuration- Delinked
Indicated in grey color globe icon with delink symbol. 

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 is 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).