Classify an Incident

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Classifying an incident helps agents and managers search for applicable solutions, enter the record into work flow, and escalate the incident for further attention.

In the Classifications application, an administrator can configure classifications to assign default values (such as ownership, indicated priority, and service group) to ticket records automatically and to display classification attributes in the Specifications section on the Incident tab in the Incidents application.

You can classify or change the classification of a record until you change the status of the record to CLOSED. You might need security authorization to classify a record.

To classify an incident, complete the following steps:
  1. In the Incidents application, select the record that you want to classify.
  2. To classify the record, select one of the following options:
    • In the Classification field, click Select Value and choose the classification that you want from the Select Value window.
    • In the Classification Path field, select one of the following options from the drop-down menu:
      • Click Classify to select a classification from hierarchical tree of classification records. Expand the branches of the tree to find the classification that you want.
      • Click Suggest Classification to view and select from a list of suggested classifications. To provide suggestions, Maximo IT analyzes historical ticket information. If details in the summaries and descriptions of other tickets are similar to the selected incident, Maximo IT displays a list of suggestions that are based on classifications of the historical tickets.
    • Type full or partial information in one of the classification fields. If you enter partial information in a field and then press the Tab key or click in another field, the system either completes the information (if the partial information is unique) or displays a window from which you can select a value.
    When you enter or select information for one of the classification fields, information is automatically displayed in the associated fields:
    Classification
    Displays the identification number of the classification record. For example: 10201
    Classification Path
    Displays the identification numbers for the full path of the classification record. For example: 1 \ 102 \ 10201
    Class Description
    Displays the descriptions for the full path of the classification record. For example: End User Issue \ Software \ Operating System

    Depending on how the classification is configured, values might also be displayed in the Indicated Priority, Owner Group, Assigned Owner Group, and Service Group fields, as well as classification attributes on the Specifications tab.

  3. Click Save Incident.

To reclassify an incident, follow the same steps that you followed for the initial classification.

To remove the classification, in the Classification Path field, click Detail Menu > Clear Classification

Note: You can also classify an incident by clicking Categorize and Prioritize on the Incident tab, where you can also add and manage attributes for the incident.