Service request categorization

To simplify the task of retrieving and managing service requests, you can categorize the requests using classifications. Most classifications have attributes associated with them that group the classification further. You can add, change, or delete the attributes at any time, or you can reclassify the request to obtain a new set of attributes.

For example, a service request might involve first classifying the request by technical area, such as hardware, software, or network. If a user selects the software classifications, further classifications might allow the specification of the exact software type and version.

You can specify values for the attributes. Classifying service requests also supports the integration of service requests with related workflow processes, escalations, and service level agreements.