Classifying a solution

Edit online

Classifying a Solution helps agents and managers find and manage correct solution records. When you assign a classification to a record, you copy the full path leading to that classification. You can see all nodes in the classification hierarchy.

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 Solutions application, display the record you want to classify.
  2. In the Classification field, click the Detail Menu icon to select an option and retrieve a value.

    Note: To hasten the classification selection process, type a key word or a word string into the Description field, and then press Enter. The system searches the classification structure and returns all values containing the search string in the description. You can select a classification value from the resulting list.

  3. The system copies the full classification path to the Classification field. You can now see all nodes.
  4. Click Save Solution.

To reclassify a solution, follow the same steps you followed for the initial classification.

To remove the classification, in the Classification field, from the list, select Clear Classification.

Note: You also can classify a solution using the Specifications tab, where you can also add and manage attributes for the solution.