Classifying a service request

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When you classify a Service Request, you help agents and managers search for applicable solutions, enter the record into a work flow, and escalate the Service Request for further attention.

Using the Classifications application, an administrator can configure classifications to automatically assign default values to ticket records (such as ownership, indicated priority, and service group) and to display classification attributes on the Specifications tab of the ticket application. See the Associate Ticket Data with Classifications topic for more information.

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.

  1. In the Service Requests application, display the record that you want to classify.

  2. Use one of the following methods to classify the record:
    • Select a classification record from a classification hierarchy.
      1. Click the Detail Menu icon next to the Classification Path field and select Classify.

        A hierarchical tree of classification records is displayed. Each record has an identification number and a description. You can also enable Classify to have the classifier suggest a classification for the ticket. Maximo IT analyzes historical ticket information to provide a prediction of the classification for newly opened tickets. A dialog is displayed with a list of suggested classifications for the ticket

      2. Expand the branches of the tree to find the classification you want. Select the classification.
    • Select a classification record from a list of records.

      Click Select Value next to either the Classification field or Class Description field and select one of the records listed in the dialog.

    • 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 dialog from which you can select a value.

    When you enter or select information for one of the classification fields, the system automatically enters information in the associated fields:
    Classification
    Displays the identification number of the classification record. For example: 10201
    Classification Path
    Displays the identification numbers along the full path of the classification record. For example: 1 \ 102 \ 10201
    Class Description
    Displays the descriptions along the full path of the classification record. For example: End User Issue \ Software \ Operating System

    Depending on how the classification is configured, the system might also enter values in the Indicated Priority, Owner Group, Assigned Owner Group, and Service Group fields, as well as classification attributes on the Specifications tab. See the Associate Ticket Data with Classifications topic for detailed information.

  3. Click Save Service Request.

To reclassify a Service Request, follow the same steps that you follow for the initial classification.

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

Note : You can also classify a Service Request using the Categorize and Prioritize action in the Common Actions list, where you can also add and manage attributes for the Service Request.